Role Purpose The ROC Team Lead ensures the smooth and efficient operation of the regional service team by leading, supporting, and developing Regional Office Controllers. Acting as a key point of escalation, this role drives operational excellence, customer satisfaction, and financial performance while fostering collaboration across departments. Key Responsibilities Operational Leadership - Lead and support the ROC team to achieve service and customer success goals. - Coordinate engineer scheduling, subcontractors, and resources to ensure efficient service delivery. - Maintain business continuity through effective leave and absence planning. Customer & Stakeholder Management - Act as a key escalation point for customer queries, ensuring swift resolution and high satisfaction. - Collaborate with Sales, Operations, Technical, and Design teams to improve service outcomes. - Manage service contract obligations, ensuring commitments are delivered on time. Project & Service Coordination - Lead international job planning, including quoting, scheduling, and execution. - Track project progress, budgets, and deliverables; mitigate risks proactively. - Liaise across teams to ensure smooth installation, commissioning, and upgrades. Financial & Administrative Oversight - Oversee regional invoicing, revenue recognition, and purchase order follow-up. - Audit engineer timesheets and prepare reports for the National Service Manager. - Monitor operational budgets, expenses, and financial performance. Reporting & Continuous Improvement - Produce regular performance, productivity, and scheduling reports. - Analyse processes, recommend improvements, and implement best practices. - Support leadership with strategic insights and operational data. Qualifications & Skills Essential - Strong leadership and team management abilities. - Excellent organisational, multitasking, and problem-solving skills. - Proven customer service and stakeholder management experience. - Proficiency in Microsoft Office (Word, Excel, PowerPoint). - Strong analytical and reporting skills. Desirable - Experience in service operations, field service management, or engineering support. - Familiarity with ERP/CRM systems and scheduling tools. - Financial awareness, with experience in budgeting and cost control. Reports to National Service Manager