The Service Support Team Leader plays a key role in driving effective communication with business partners, coordinating team activities, and ensuring high-quality service delivery. This role involves reporting, onboarding and training new team members, supporting colleagues with daily challenges, and promoting the use of standard tools and processes. The Team Leader is also expected to actively contribute to project-related initiatives within the team. As the primary point of contact for team members, the Team Leader acts as a vital link between the local service leadership and the supported country service unit(s). Success in this role requires a proactive approach to problem-solving, a mindset focused on continuous improvement, and strong collaboration with partner departments. The ultimate goal is to maintain and improve service levels and customer satisfaction in alignment with company objectives, while fostering a team culture that supports organizational growth. Leads and develops the Service Support team through regular one-on-one meetings, performance reviews, career planning, coaching, training, and identifying further development opportunities. Generates and monitors KPIs for Service Support related areas Utilizes performance metrics to identify improvement areas and optimize resource allocation. Oversees team performance and ensures alignment with business objectives. Drives process development to support consistent growth of the service business. Serves as first escalation point for team members Organizes regular meetings with EMEA service managers to align on forecasts and track progress. Identifies and escalates issues or errors in data under their responsibility. Implements Continuous Improvement initiatives to boost team productivity and eliminate inefficiencies. Supports the rollout of new tools and promotes a digital mindset. Aims to achieve maximum standardization of activities across supported Country Service Units. Bachelor's degree (BS/BA) from an accredited institution or equivalent professional degree Minimum of 3-5 years of experience in a multinational environment, ideally in coordination, sales, or customer support roles. Strong English capabilities, other European language is a plus Familiarity with electrical products and related services Proficiency in Salesforce and any ERP system Strong problem-solving abilities, conflict resolution skills, and effective priority management Knowledge of service business dynamics, including market, industry, channel Excellent customer service skills with a customer-centric approach Proven ability to take ownership of tasks and ensure customer satisfaction Outstanding organizational and computer skills to manage high volumes and diverse requests Prior experience in people management is an advantage
