Field Service Team Lead

Responsibilities / Tasks

• Leads and directs the day-to-day activities of the field service teams operating within the country.
• Executes Service Level Agreements, sales/gross margin targets in the region, customer satisfaction/customer retention.
• Manages the schedule for service work, liaises with customers, and provides technical support for the team and for customers.
• Manages human resources by example to bring out the best of the field service personnel, provides training, coaching, development, and motivation.
• Identifies areas of improvement and proposes corrective actions that meet challenges and leverage growth opportunities.
• Adheres to high ethical standards and complies with all regulations/applicable laws, especially with respect to safety.
• Drives optimal utilization, operational cost optimization, and manages maintenance work profitability.
• Supervises services activities to ensure they are performed at the highest standard and aligned with GEA procedures and safety standards.
• Communicates proactively with the sales team and stakeholders to inform on customer issues.
• Safeguards timely completion of technical reports with high quality.
• Identifies high-potential candidates for customer service visits or service interventions.
• Participates and leads the execution of team members' certification according to yearly plans.
• Steers and coordinates service activities, coordinates service locations, drives growth of the service business, sets, aligns, and governs service targets, processes, standards, methods, and tools.
• Monitors market and competition trends, drives best practice sharing, and enhances service excellence, including cross-selling, implementing state-of-the-art service processes and methods.
• Manages synergistic collaboration with relevant interfaces, acts as a liaison between customers, production, and distribution departments related to specific customer orders, fosters exchange of best practices, ensures high-level collaboration with Sales and Project teams.
• Focuses on team member's performance and growth, sets development goals for each team member, and creates their development plan.

Key Accountabilities

• Provides world-class support and guidance to the local service organization to enhance customer satisfaction.
• Continuously optimizes service excellence through state-of-the-art processes, cross-selling, and digitalization.