Service Support Team Lead
Overview
We are seeking a highly skilled and motivated Service Support Team Lead to join our dynamic Service Support Teams. This is an exciting opportunity for an accountable, commercially astute self-starter with a passion for customer service, field service reporting, and a talent for problem-solving.
Key Responsibilities
1. Lead, motivate, and support the Service Support Teams to achieve KPIs and meet SLAs.
2. Coordinate field service appointments and manage scheduling efficiently.
3. Liaise with 3rd party suppliers to ensure seamless service delivery.
4. Oversee warranty management processes, ensuring compliance with company standards; manage and report on service costs, providing accurate reporting.
5. Continuously monitor incoming service requests and workload volumes, prioritising tasks based on urgency and customer impact.
6. Monitor and allocate 3rd party resources efficiently to ensure timely response and resolution, balancing capacity with customer requirements and contractual obligations.
7. Act as a point of escalation for complex service or installation issues.
8. Ensure accurate and timely communication with customers, suppliers, and internal stakeholders.
9. Identify opportunities for process improvement and implement best practices.
10. Implement and maintain robust p...