Service Team Leader

Your role

Mission

As the Service Team Leader, you will spearhead the development and leadership of a resilient, motivated team and virtual team dedicated to delivering superior service to key account customers. Your core focus will be to ensure customer satisfaction across multiple plants while guiding your team’s professional growth and fostering a thriving, profitable service business.

Key Responsibilities

• Lead the team to achieve and exceed service revenue targets (NIS), aligning efforts with company financial goals.
• Serve as the principal contact for key accounts across various plants, ensuring delivery of high-quality service including process management, documentation, and contract oversight.
• Drive continuous improvement initiatives to enhance service processes and operational efficiency, thereby elevating customer satisfaction.
• Develop and manage the onsite service team’s capabilities through strategic recruitment, performance management, and targeted competence development.
• Coordinate with multiple business lines, sales channels, and end users to sustain and grow the value of the service business within key accounts.
• Support product and service sales initiatives aimed at expanding business opportunities within key accounts.
• Provide expert on-site technical support, troubleshooting complex challenges and offering solutions when necessary.
• Oversee local operations as the contact point for global key accounts aligned with the Customer Center China.
• Collect and relay product and service quality feedback from customers and internal teams to specialists for ongoing improvements.
• Take full ownership of workplace health and safety for your team, including risk assessments, implementation of safety protocols, training, and promotion of a safety-conscious culture.
• Lead initiatives for safety inspections, equipment maintenance, and corrective actions, ensuring compliance with occupational health standards.
• Collaborate with management on additional responsibilities and tasks as assigned to align with business objectives.

To succeed, you will need

Requirements to thrive in this role:

• Bachelor’s degree or higher in Mechanical or Electrical Engineering.
• Minimum of 3 years’ experience in aftermarket service of premium industrial products, preferably within power tools or automotive sectors, including 1+ year in a supervisory role focused on customer service.
• Strong leadership qualities with proven ability to motivate and manage diverse teams.
• Comprehensive knowledge of manufacturing processes, industry trends, and ideally automotive sector insights.
• Technical aptitude for problem-solving coupled with effective communication skills, including fluency in English and proficiency with MS Office applications.
• Customer-focused mindset, with systematic and analytical thinking to uncover root causes and optimize processes.
• Demonstrated ability to plan, coordinate, and organize effectively while fostering teamwork and driving results with urgency and self-motivation.
• Additional fluency in local dialect(s) is considered an asset.

In return, we offer

• Join a culture built on trust, transparency, and accountability where your contributions are respected and your ideas valued.
• Access to continuous learning opportunities and clear pathways for professional and career advancement within a globally recognized organization.
• Work in an environment that fosters innovation and encourages proactive problem solving powered by collaborative team efforts.
• Benefit from a comprehensive package of competitive compensation, performance incentives, and an extensive range of employee benefits tailored to support your well-being.
• Enjoy initiatives and programs prioritizing health, safety, and holistic well-being in the workplace, ensuring you can perform at your best.

Job location

This position is based on-site at our office located in Nantong, China. Being physically present offers invaluable opportunities for direct collaboration, immediate problem resolution, and a chance to engage deeply with both the team and key clients. It situates you in the heart of our industrial operations, fostering dynamic communication and teamwork.

Contact information

For further inquiries, please reach out to our Talent Acquisition Team: Alex Zhao. We are here to support you through every stage of the application process and welcome your questions.