EU Service Centre Lead DACH

Overview

Are you a driven team leader with a passion for people, performance, and customer excellence? We’re looking for a Service Centre Lead to lead our Service Centre team and ensure outstanding service delivery that exceeds customer expectations every day.

• Accountable for leadership of direct reports to include ongoing direction, coaching, and development.
• Lead Service Centre team to continuously surpasses customer expectations.
• Ensure the team is the driving gear between the customers, Field Service and internal ABB departments.
• Continually improve and develop the team to ensure we are continually increasing customer satisfaction.
• Create and monitor the metrics to drive the day-to-day operations.
• Monitor and take actions to ensure correct reaction times as per the customers SLA ‘s.
• Support the day to day operational tasks as required.
• Leverage internal relationships to enhance business performance and customer experience.
• Drive change initiatives as required to improve efficiencies and execute on business commitments.

To make the above work, we are looking for a team player who has a customer-oriented mindset and excellent coordination skills. Other essential requirements:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical and problem-solving mindset.
• Detail orientated with strong organizational and time management skills.
• Customer centric mindset with commitment to service excellence.
• Ability to effectively develop innovative solutions to customer service challenges.
• Experience in Dispatching Field Service Engineers is an advantage
• Proficiency in other European languages is an advantage.
• Proficiency in CRM and ERP systems is mandatory. SAP and SFDC Service Cloud experience is an advantage.
• Proven experience in a similar managerial position is mandatory.
• Proven experience in managing teams across multiple geographical countries is an advantage.