In this role as Team Lead, you will collaborate closely with cross-functional teams, including the Customer, Quality engineers, Customer Account Teams, Life cycle management Teams, and other internal stakeholders. Your focus will be on enhancing customer satisfaction and extending the lifetime of our customers’ products by proactively addressing issues, managing service delivery timelines, and implementing continuous improvements within the customer service process.
By fostering a culture of operational excellence, driving cost-effective solutions, and ensuring timely resolution of customer challenges, you will strengthen customer relationships, maximize product performance, and contribute to the long-term success of both the company and its customers.
Key Responsibilities:
You will lead & support the team of the failure analysis engineers
Oversee the timely and effective resolution of customer requests, including Root Cause Analysis, repairs, and upgrades
Track and monitor team KPIs, set objectives and ensure alignment with company targets
Collaborate with process engineers to implement improvements in customer service specific processes
Train, mentor, and support team members, fostering continuous professional growth and skill development
Handle the escalation of complex issues, ensure swift and appropriate resolutions
Cultivate and maintain strong, long-term relationships with key customers, ensuring customer satisfaction
Manage inventory, tools, equipment, and personnel to ensure optimal utilization and smooth operations
Ensure adherence to safety and quality standards
