Technical Support Team Manager

Conteúdo do emprego

The Technical Support Team Manager will be in charge of managing and overseeing the Customer Success Team, Service Desk Team and Repair Cell Team (up to 5 direct reports, 11 indirect reports). They will also provide support for the internal and external customers (complaints, procedures, documentation etc.), create and implement strategic visions and execute campaigns to grow aftermarket sales. As manager, they will promote efficient communication and presentation towards customers and between teams.

Responsibilities

• You oversee all activities related to the aforementioned teams.
• As a natural born mentor, you proactively develop your teams’ technical and personal capabilities, manage scheduling in an efficient way while balancing workload, and motivate and retain your members with your coaching leadership. If extra workforce is needed in your team, you team up with HR to recruit the best possible team member.
• To ensure efficiency, you continuously monitor performance, financial and customer experience KPI’s, and other metrics to ensure compliance with company goals and customer expectations.
• You provide monthly forecasts and regular reporting as required.
• You ensure continuous improvement by establishing, evaluating and adapting processes.
• Customer satisfaction is your holy grail: you act as main point of contact with regards to customer complaints and are responsible for handling them in the most satisfactory way possible. You establish game plans and strategies to improve on the existing numbers and processes and travel nationally and internationally as needed to support, evaluate and improve the teams’ performance.
• Despite your management role, you are still a hands-on, practical thinker not afraid of getting your hands dirty. You step in if and when needed to support your team members and you maintain a high level of technical knowledge of new and existing products to do this.

Qualifications

• Min. Bachelor’s degree in an Electrical Engineering or related field, or equal by experience;
• Min. 5+ years of relevant working experience in a technical environment, managing a sizeable team, preferably in a global/international enterprise;
• Great English language skills are a must;
• You must possess a valid driver’s licence.

Skills

• Knowledge of Airfield lighting and Aviation in general is a big plus;
• You are well versed in basic electronics including low and high voltage;
• You are able to review electrical wiring diagrams and 1-line diagrams and troubleshoot electrical systems using wiring diagrams;
• You have a basic to moderate understanding of computers, computer networks and network communications;
• You have some experience with project management and are able to work within scope, including scheduling, budgets, monitoring material and labor costs.
• You work fluently with the Microsoft Officesuite, including Word, Excel, Powerpoint, etc.
• Knowledge of SAP is a big plus.

Personal Competences

• You have strong leadership skills,you love building your team up using mentorship and hands-on coaching. You lead by example. However, you can also set boundaries and targets when necessary to ensure your team runs smoothly.
• With your global mindset, you are sensitive to cultural and local differences and work together seamlessly and remotely with crossfunctional team members around the globe.
• You work well under pressure and have the time management skills you need to set priorities and meet deadlines as you drive for results.
• As a people person, you communicate efficiently, diplomatically and frequently with all stakeholders internally as well as externally. You are able to de-escalate conflicts fluently and get everyone on the bandwagon in order to work together smoothly.
• You are never happy with the status quo, instead proactively finding opportunities for improvement everywhere, generating new ideas and solving issues creatively.
• Strategic thinking is your nature: you create and communicate a long-term vision and can balance achieving this vision with short-term goals.

We offer an exciting, fast-paced working environment, in an interesting field that offers many learning opportunities. Of course, this is accompanied by an attractive salary package with fringe benefits and an amazing team of colleagues all around the world!

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