What you’ll do:
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As a Service Support Team Leader, you will play a critical role in driving effective communication with business partners, coordinating team activities, and ensuring the delivery of high-quality service support across the organization. You will lead and develop a team of Service Support professionals, oversee operational performance, and act as a key liaison between local service leadership and supported Country Service Units across EMEA.
This role offers an exciting opportunity to combine people leadership, operational excellence, and continuous improvement initiatives in a dynamic international environment. Success in this position requires a proactive approach to problem-solving, a strong customer-focused mindset, and the ability to build effective partnerships across multiple functions. You will contribute to maintaining and enhancing service performance, customer satisfaction, and business growth while fostering a collaborative and high-performing team culture.
Key Responsibilities:
- Lead and develop the Service Support team through regular one-on-one meetings, performance reviews, career planning, coaching, training, and identifying development opportunities.
- Generate, monitor, and analyze KPIs related to Service Support operations.
- Utilize performance metrics to identify improvement opportunities and optimize resource allocation.
- Oversee team performance and ensure alignment with business objectives and service standards.
- Drive process improvements to support the sustainable growth of the service business.
- Actively participate in transition and change management activities.
- Serve as the first escalation point for team members and support the resolution of operational challenges.
- Organize and facilitate regular meetings with EMEA Service Managers to align on forecasts, priorities, and performance.
- Identify, investigate, and escalate issues or data inaccuracies within areas of responsibility.
- Implement Continuous Improvement initiatives to enhance productivity and eliminate inefficiencies.
- Support the implementation of new tools and technologies while promoting a digital mindset within the team.
- Drive standardization of processes and activities across supported Country Service Units.
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Qualifications
• Bachelor's degree (BS/BA) from an accredited institution or equivalent professional qualification. • Minimum 3 years of hands-on experience in Field Service Coordination, Service Sales, Customer Support, or Service Operations is mandatory. • Experience in a multinational environment is required.
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Skills:
Technical & Functional Skills
- Strong English communication skills; additional European language(s) are an advantage.
- Demonstrated experience in service sales and/or field service support environments.
- Familiarity with electrical products and related services.
- Proficiency in Salesforce (CRM and/or Field Serivice module) and ERP systems.
- Knowledge of service business dynamics, including market, industry, and channel environments.
Professional Skills
- Strong problem-solving, conflict resolution, and prioritization abilities.
- Excellent customer service skills with a customer-centric approach.
- Proven ability to take ownership and ensure customer satisfaction.
- Outstanding organizational and computer skills with the ability to manage high volumes of diverse requests.
- Strong business acumen and ability to navigate complex corporate and channel structures.
Leadership Competencies
- Strong leadership and team management capabilities.
- Previous people management experience is considered an advantage.
- Results-oriented with a collaborative working style.
- Excellent written and verbal communication skills.
- Ability to build and maintain strong customer and stakeholder relationships through active listening, timely issue resolution, and professional communication.
What We Offer
- Competitive compensation and benefits package.
- Challenging projects in a dynamic and collaborative international environment.
- Flexible working solutions (including home office options) available across different EMEA locations.
- Excellent career development opportunities supported through Eaton University and internal mobility programs.
- A culture where your aspirations, growth, and contributions matter.
- The opportunity to contribute to innovative, sustainable solutions that improve people's lives and the environment through power management technologies.
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