W1siziisimnvbxbpbgvkx3rozw1lx2fzc2v0cy9ncmvlbi1yzwnydwl0bwvudc1jb21wyw55l2pwzy9iyw5uzxitzgvmyxvsdc5qcgcixv0

Service Team Lead

Service Team Lead

  • Location

    Netherlands

  • Sector:

    Renewable Energy

  • Contact:

    Harry Moncur

  • Contact email:

    harry.moncur@greenrecruitmentcompany.com

  • Published:

    4 months ago

  • Expiry date:

    2019-06-22

  • Startdate:

    ASAP

  • Consultant:

    Harry Moncur

Great opportunity for a Technical Support Manager to lead on service requirements for a market-leading PV manufacturer.

The Role

  • Provides highest Technical escalation level within Service Benelux for technical product issues.
  • Leads the BeNeLux Tier 1 and Tier 2 team disciplinary and operationally.
  • Sets and meets performance targets for SEDG`s technical escalation process, KPI´s / SLA`s.
  • Ensures that escalated technical product issues are solved quickly in strong collaboration with company`s HQ Service counterparts and R&D department, follows up constantly and secures execution.
  • Secures that technical information / updates are cascaded down to Tier 2 and Tier 1 in BeNeLux.
  • Leads the weekly technical support calls with Tier 3 counterparts in the HQ for BeNeLux.
  • Constantly analyses all Service Key Performance Indicators contributing to Service Quality and interactions with customers to:
  • Analyzes and track interactions (calls, emails and cases) and define improvement potentials in collaboration with individual Service team members.
  • Provide technical and process training to our Service employees
  • Provide coaching and ongoing professional development of customer service skills to the Service team in collaboration with the Service Director BeNeLux
  • Constantly analyses all interactions with customers like calls, email and cases to:
  • Define content of installer training that contributes to reduce interaction volume
  • Define methods and tools to deliver this training like newsletters, webinars and face to face training.
  • Align with Marketing and Technical Marketing on content and methods.
  • Contribute to execute the training in alignment with Technical Marketing and Marketing.
  • Receive technical training on new products from Technical Marketing / Product Management
     

The Individual 

  • Master or Bachelor degree in electrical engineering or equivalent in depth technical expertise.
  • Minimum of 3 years leadership experience in high-tech Service organizaitons.
  • Minimum of 5 years working experience in international Service & Support organizations
  • Minimum of 2 years of experience in Quality Management and Training. 
  • Experience in Six Sigma is an advantage.
  • Proven experience in Service operations, process, productivity improvements.
  • Preferably in the PV sector or related industries.