Service Support Team Leader

What you'll do:

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As a Service Support Team Leader, you will play a critical role in driving effective communication with business partners, coordinating team activities, and ensuring the delivery of high-quality service support across the organization. You will lead and develop a team of Service Support professionals, oversee operational performance, and act as a key liaison between local service leadership and supported Country Service Units across EMEA.

This role offers an exciting opportunity to combine people leadership, operational excellence, and continuous improvement initiatives in a dynamic international environment. Success in this position requires a proactive approach to problem-solving, a strong customer-focused mindset, and the ability to build effective partnerships across multiple functions. You will contribute to maintaining and enhancing service performance, customer satisfaction, and business growth while fostering a collaborative and high-performing team culture.

Key Responsibilities:

• Lead and develop the Service Support team through regular one-on-one meetings, performance reviews, career planning, coaching, training, and identifying development opportunities.
• Generate, monitor, and analyze KPIs related to Service Support operations.
• Utilize performance metrics to identify improvement opportunities and optimize resource allocation.
• Oversee team performance and ensure alignment with business objectives and service standards.
• Drive process improvements to support the sustainable growth of the service business.
• Actively participate in transition and change management activities.
• Serve as the first escalation point for team members and support the resolution of operational challenges.
• Organize and facilitate regular meetings with EMEA Service Managers to align on forecasts, priorities, and performance.
• Identify, investigate, and escalate issues or data inaccuracies within areas of responsibility.
• Implement Continuous Improvement initiatives to enhance productivity and eliminate inefficiencies.
• Support the implementation of new tools and technologies while promoting a digital mindset within the team.
• Drive standardization of processes and activities across supported Country Service Units.

Qualifications

• Bachelor's degree (BS/BA) from an accredited institution or equivalent professional qualification.
• Minimum 3 years of hands-on experience in Field Service Coordination, Service Sales, Customer Support, or Service Operations is mandatory.
• Experience in a multinational environment is required.

Skills:

Technical & Functional Skills

• Strong English communication skills; additional European language(s) are an advantage.
• Demonstrated experience in service sales and/or field service support environments.
• Familiarity with electrical products and related services.
• Proficiency in Salesforce (CRM and/or Field Serivice module) and ERP systems.
• Knowledge of service business dynamics, including market, industry, and channel environments.

Professional Skills

• Strong problem-solving, conflict resolution, and prioritization abilities.
• Excellent customer service skills with a customer-centric approach.
• Proven ability to take ownership and ensure customer satisfaction.
• Outstanding organizational and computer skills with the ability to manage high volumes of diverse requests.
• Strong business acumen and ability to navigate complex corporate and channel structures.

Leadership Competencies

• Strong leadership and team management capabilities.
• Previous people management experience is considered an advantage.
• Results-oriented with a collaborative working style.
• Excellent written and verbal communication skills.
• Ability to build and maintain strong customer and stakeholder relationships through active listening, timely issue resolution, and professional communication.
  
  What We Offer

• Competitive compensation and benefits package.
• Challenging projects in a dynamic and collaborative international environment.
• Flexible working solutions (including home office options) available across different EMEA locations.
• Excellent career development opportunities supported through Eaton University and internal mobility programs.
• A culture where your aspirations, growth, and contributions matter.
• The opportunity to contribute to innovative, sustainable solutions that improve people's lives and the environment through power management technologies.

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