CTS Operations Team Leader
Your role
As a CTS Operations Team Leader, your mission is to lead the CTS Operations team in Romania by providing best in class service, support and response to support the AC Group’s vision “First in Mind First in Choice”. The Operations Team consists of the Field Service Engineers, Technical Support and Service Planners.
You will:
• Oversee Service department efficiency by monitoring KPIs and ensuring continuous improvement.
• Collaborate with Regional BLM CTS to develop marketing, growth, and resource plans aligned with Divisional and Customer Center targets.
• Manage SAP and MAM2 tools, coordinating improvements.
• Monitor Service Plans, ensuring planned vs. actual hours align and minimize cost-added hours.
• Support Service Coordinator in planning Service Jobs at least 2 weeks ahead.
• Ensure service team competence through training and certifications.
• Conduct annual performance reviews, set targets, manage development plans, and maintain employee motivation.
• Organize Toolbox Meetings in Romania.
• Track NPS scores and implement improvements.
• Handle customer complaints and liaise with key CTS accounts in Romania.
• Cooperate closely with Equipment Sales Manager.
• Provide technical support for Romanian Distributors.
• Monitor warranties, ECB implementation, and reporting.
• Manage workshop infrastructure and tools.
• Oversee inventory and WIP levels, acting as needed.
• Coordinate with HR on recruiting new Service team members when required.
• The Operations Team Leader should closely collaborate with HR to ensure CTS Operations meet local health and safety requirements.
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Experience Requirements:
- Minimum 5 years in Service Operations.
- Team leadership experience.
Knowledge:
- Strong service operation process knowledge.
- Fluent English.
Educational requirements:
- Degree/diploma in engineering preferred.
- Masters in Marketing or Business Administration is a plus.
Personality requirements:
- Strong leadership
- Excellent communication
- Proactive and self-motivated
- Customer-focused
- Willing to travel domestically and internationally
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role requires you to work on-site at our office in Bucharest, Romania. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.