Service Support Team Lead

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

• Lead, motivate, and support the Service Support Teams to achieve KPIs and meet SLAs.
• Coordinate field service appointments and manage scheduling efficiently.
• Liaise with 3rd party suppliers to ensure seamless service delivery.
• Oversee warranty management processes, ensuring compliance with company standards; manage and report on service costs, providing accurate reporting.
• Continuously monitor incoming service requests and workload volumes, prioritising tasks based on urgency and customer impact.
• Monitor and allocate 3rd party resources efficiently to ensure timely response and resolution, balancing capacity with customer requirements and contractual obligations.
• Act as a point of escalation for complex service or installation issues.
• Ensure accurate and timely communication with customers, suppliers, and internal stakeholders.
• Identify opportunities for process improvement and implement best practices.
• Implement and maintain robust processes to ensure data integrity: develop, document, and enforce procedures that guarantee the accuracy, consistency, and reliability of all service support data.
• Manage team absences and always ensure adequate coverage.

Skills & Experience

• Proven experience in a field service or installation environment.
• Strong understanding of warranty management and service operations.
• Demonstrated ability to coordinate and manage 3rd party supplier SLAs.
• Excellent leadership skills with the ability to motivate and support team members.
• Strong problem-solving skills and a proactive approach to challenges.
• Exceptional communication and interpersonal skills.
• Highly organized, with the ability to manage multiple priorities in a fast-paced environment.
• Proficient in using service management software and Microsoft Office Suite.

Required

• Previous experience in a Team Lead or supervisory role.
• Experience working within a customer-focused environment.
• Highly proficient in Microsoft Excel: skilled in advanced data analysis, manipulation, and visualization to generate focused, actionable reporting that supports operational decision-making.
• Knowledge of industry best practices in service support, field service, and warranty management.