Field Service Management Team Leader Budapest

Field Service Management Team Leader
Budapest

Field Service Management Team Leader

This Field Service Management Team Leader is responsible for the operational performance of our client’s Field Services on a defined geographical area. Under the responsibility of the Direct & Indirect WorkOrder Senior Manager, she/he is leading a team of Direct & Indirect Operations Specialists to support customers according to determined services standards. She/he is aligning goals, coordinates and monitors operational efficiency and delivery, provides operations coaching to her/his team, and assures the Delivery of Services is within targets, and in accordance with processes. She/he is leading or overseeing projects within Direct & Indirect Field Services scope.

Benefits:

• Remote working opportunity

• Great learning and development opportunities

• International working environment

• Supportive work environment

• Open-Culture mindset

Job Summary:

• Monitor the WorkOrder Management processes execution and the respect of timelines.

• Identify, define, implement and follow-up any action plan required to meet KPIs objectives (SLA; CSAT; Cost Savings and others)

• Take ownership of any field related escalation and use her/his resources until resolution.

• Manage or lead any project assigned to the manager and/or his team within WorkOrder Management

• Represent as necessary Direct & Indirect Operations in any project review with stakeholders.

• Adjust reporting to ensure the highest possible visibility of activity through an up to date Direct & Indirect WorkOrder Management Scorecards

• Ensure an efficient and accurate reporting to every stakeholder (bottom-up / top-down)

• Provide necessary analysis when required.

• Participate or lead necessary recurrent reviews with internal / external stakeholders.

• Identify & request new/existing report developments/enhancements.

• Recruit necessary Team Members & lead their onboarding and ramp-up.

• Provide necessary coaching to team members and ensure regular feedback / sharing sessions

• Ensure Team attendance according to guidelines

• Share workload among Team members and ensure Back-up within the assigned team

• Drive and Execute all assigned team management duties (Hiring, 9Box, Merit Review, development plan and others) l

• Ensure correct tracking of holiday, overtime and sickness to set operational back-ups capabilities (Full ownership)

• Hold regular 1:1 meetings with team members (Suggested quarterly minimum)

• Identify and grow high potential employees within team with support of Team Manager

• Lead regular team meetings (Suggested weekly minimum)

Requirements:

• Sales and Profit driven, able to make strategic decisions to increase sales and profit

• University/College degree

• Many years of experience in services, contract administration, order management or other customer services

• Minimum 2 years Manager or Team leading experience

• Experience in complaint management is a plus

• Excellent written and spoken English language knowledge is required

• Fluency in one or several of the languages used within the Service Center he/she manages (French/German) would be a plus

• Computer skills: MS Office, Power BI, ERP (Siebel, SAP, Dynamic)

• Proactive attitude

• Ability to work independently

• Excellent communication skills