Overview
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.
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.
Essential Qualifications & Skills
* 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
Seniority level
* Mid-Senior level
Employment type
* Full-time
Industry
* Industrial Machinery Manufacturing
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