Service team leader

Your role

As a team leader, you are responsible service technicians group throughout Cairo region. You will be responsible for promoting and developing professional competence of all colleagues in order to maintain a successful teamwork.

Your role:

• Ensure and maintain a safe working environment for the team by ensuring last minute risk assessment is conducted by all field service engineers, safety reporting using TIA app regularly and analyze and recommend course of actions of any safety reports. Ensure PPE for all personnel is committed.

• Identify competence gaps and plan for FSE development with support of AC Academies.

• Ensure proper quality tools are available for our onsite/ workshop service activity to grantee service efficiency, safety and performance.

• Communicate effectively with our service vendors to insure timely steady progress on service job flow.
• You are focal point with our customers to address technical issues, arrangements during our service visits.

• Build customer relations by making routine visits to resolve issues and make appropriate recommendations.

• Responsible for achieving the targets of our operational KPIs, including the associated reporting.

• Support operational planning in the planning/processing of service orders while coaching and assisting your team onsite.

• Be responsible for people selection and development, i.e. interview, coaching and counseling of the employees.
• Continuously standardize and improve the service operation workflow so as to improve the quality and efficiency.

• You quickly discuss any problems with the execution of work with all colleagues involved, and you make adjustments where necessary, always taking into account the associated costs and customer satisfaction.

• You regularly organize individual conversations to support your employees in their work, evaluate objectives and guide them in their further development.

• Effectively communicate with technical support, sales/marketing in CTS and equipment teams and the customer

• You will be responsible for supporting warranty and goodwill requests as well as providing technical support to customers and technicians.

To succeed, you will need

• Strong technical knowledge on CT products and an additional qualification alternatively you have comparable training with corresponding professional experience.
• Excellent organizational skills.
• Customer service-related experience, ability and maturity to handle difficult customer situations professionally.
• Self-motivated with a positive attitude and excellent problem-solving skills
• Strong positive attitude for learning new processes, systems and applications.
• Ability to work under pressure within a fast-paced environment.
• Good people management skills & and a passion for service.

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