Role Purpose
The CSS Team Leader 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