Tech Support Team Lead with German - Hybrid

Inviting applications for the role of Tech Support Team lead with German-Hybrid Bucharest

Responsibilities

Primary role responsibilities

· Leading the Support Team in charge of delivering front and back office support for Customers Level 1 & 2 Field Service engineers Support our external and internal Partners)

· Managing relationships with our key Service suppliers monitors their performances & costs and drives continuous improvement initiatives.

· Preparing the Team Members to have the technical knowledge and tools to give the best Support to our internal and external customers

· Be responsible to reach and track our internal metrics

· Inspire the team to reach all relevant metrics

· Engage the people to join the experts groups to share the knowledge with all relevant persons

· Managing the team based on defined metrics and targets.

· The Team Leader needs always maintain the team at the most optimal level in terms of FTE utilization constantly looking into Continuous Improvement initiatives and proposing and implementing improvement plans accordingly

· Monitoring of customer satisfaction

· Establish cooperation with the Groups of Experts Field Service Key Account Management

· Be responsible for the usage of technical tools and give value feedback to develop the tools to increase the solution rate

· Collaborate on internal and external projects with stakeholders such as Sales Quality etc.

· New introduction of technical tools. Creation of deployment scenarios and training concepts.

· Determining and expanding the training level of employees. Develop and plan needs assessment together with project management.

· Leading motivating and supporting the team in all matters.

· Create duty rosters. Constantly monitor the requirements of our internal and external customers

· Ensure that internal and external metrics are met

Qualifications we seek in you!

Minimum Qualifications

· Technical Education or similar relevant qualifications.

· Innovative understanding of relevant topics

· First steps with Shift planning Training instruction and People Management

· Interested in Lean and Agile methodologies

· High understanding of technical support processes

· Understanding of the expectations of our external and internal partners

· Very good teamwork and communication skills

· Diversified attitude towards all employees and promotion of an open communication culture

· Master assertiveness and ability to place the issues openly in the team and implement them together

· International networking with all service desk colleagues

· Full business proficiency in English and German.

Preferred Qualifications/ Skills

· Creative and proactive mindset paired with team spirit

· Solid IT and technical understanding

· Ability to analyze and understand complex software application – workflow – hardware and integration requests.