As the Team Lead, you will be responsible for overseeing the customer service performance for our key customers, with a strong focus on operational excellence, cost management, and continuous improvement. You will ensure the delivery of high-quality after-sales service, driving exceptional customer satisfaction and operational efficiency.
Summary
In this role as Team Lead, you will collaborate closely with cross-functional teams, including the Customer, Quality engineers, Customer Account Teams, Life cycle management Teams, and other internal stakeholders. Your focus will be on enhancing customer satisfaction and extending the lifetime of our customers’ products by proactively addressing issues, managing service delivery timelines, and implementing continuous improvements within the customer service process.
By fostering a culture of operational excellence, driving cost-effective solutions, and ensuring timely resolution of customer challenges, you will strengthen customer relationships, maximize product performance, and contribute to the long-term success of both the company and its customers.
Key Responsibilities:
You will lead & support the team of the failure analysis engineers
Oversee the timely and effective resolution of customer requests, including Root Cause Analysis, repairs, and upgrades
Track and monitor team KPIs, set objectives and ensure alignment with company targets
Collaborate with process engineers to implement improvements in customer service specific processes
Train, mentor, and support team members, fostering continuous professional growth and skill development
Handle the escalation of complex issues, ensure swift and appropriate resolutions
Cultivate and maintain strong, long-term relationships with key customers, ensuring customer satisfaction
Manage inventory, tools, equipment, and personnel to ensure optimal utilization and smooth operations
Ensure adherence to safety and quality standards
What we offer
Performance-based salary growth that rewards your results
33 vacation days per year, including public holidays+ 13 ADV
Time-for-time compensation when working extra hours
Strong focus on personal development, supported by a tailored growth and learning plan
Extensive career opportunities, with progression across a wide range of functions and projects
A young, entrepreneurial, and innovative company culture where initiative is encouraged
Free access to the company gym
iPhone, laptop and other necessary tools to help you perform your work optimally.
Free lunch, dinner and healthy snacks available every day on-site
What you bring
Bachelor’s degree in Engineering (such as Electronics), Industrial Engineering & Management, or an equivalent field
Minimum experience of 3 years in leading (technical) teams and managing performance
Exceptional communication, organizational, and interpersonal skills
Ability to lead and motivate a diverse team while maintaining high service standards
Strong problem-solving skills and the ability to make quick, informed decisions
Ability to work under pressure and manage multiple tasks in a fast-paced environment
Proficient English, both written and verbal
We are Prodrive Technologies
We are dedicated to creating meaningful technologies that make the world work. We want to contribute to innovations that tackle major challenges in society, such as improving the quality of medical imaging. Besides, our technologies contribute to reducing the global dependency on fossil fuels and minimizing human exposure to air pollution. In other words, we create meaningful technologies that make the world work.
Source: the employer's own careers site. We link to the original vacancy.