Customer Support Team Lead

Immersive Technologies Pty Limited; Jakarta Pusat; On-site; IDR 279,000,000 - 502,200,000; Full time

Job summary

Immersive Technologies is seeking a Customer Support Team Lead based in Jakarta, Indonesia. You will lead a small services team across Asia, ensuring contract delivery and expert customer support while promoting staff development and performance improvements.

The role requires an Engineering/IT background, 8+ years in technical services, and strong stakeholder engagement. International travel up to 20% is expected.

Qualifications

• Bachelor's degree in Engineering, Information Technology, or related field.
• 8+ years experience in the technical service industry.
• Electronics qualification or similar levels of industry experience.
• Skills and Experience in engaging proactively with key Customer stakeholders.
• Aptitude for analytical activity.
• Strong project management skills.
• Experience in measuring service delivery and driving performance.
• Strong people management and team development skills.
• Strong organization and management skills.
• Customer focused approach.

Responsibilities

• Lead a small team of dedicated services staff located and working across Asia, to successfully and efficiently deliver service contracts and provide expert customer support.
• Ensure contractual compliance and staff adherence to relevant processes and policies.
• Schedule manpower to meet service delivery requirements.
• Prioritize and esc... but keep the text verbatim
• Support Customer Support staff in daily activities.
• Effectively lead and run a remotely based team.

Skills

Team leadership

Stakeholder management

Project management

Customer service

Analytical skills

Communication skills

Education

Bachelor's degree in Engineering, IT, or related field

Tools

CRM software

Service management tools

Microsoft Office

Job description

Immersive Technologies is seeking a Customer Support Team Lead experienced in hands on technical support and account management from an IT or electronics background. This position is based in Jakarta, Indonesia.

About the Role

Lead a small team of dedicated services staff located and working across Asia, to successfully and efficiently deliver service contracts and provide expert customer support. The Customer Support Team Lead is responsible for providing guidance, influencing and motivating the team to ensure the effectiveness and success of the department.

However, this role offers more:

• Ensuring contractual compliance and staff adherence to relevant processes and policies
• Scheduling manpower to meet service delivery requirements
• Prioritize and esc... but keep the text verbatim
• Support Customer Support staff in daily activities
• Effectively lead and run a remotely based team.

About You

• Bachelor's degree in Engineering, Information Technology, or related field.
• 8+ years experience in the technical service industry.
• Electronics qualification or similar levels of industry experience.
• Skills and Experience in engaging proactively with key Customer stakeholders.
• Aptitude for analytical activity.
• Strong project management skills.
• Experience in measuring service delivery and driving performance.
• Strong people management and team development skills.
• Strong organization and management skills.
• Customer focused approach.
• Able to travel 20% to international destinations.
• Excellent verbal and written communication skills (Bilingual would be a plus).
• Experience using CRM and service management tools is preferred
• Mining and simulator experience will be highly regarded
• Safety oriented.
• Microsoft Office suite knowledge.

About the Company

Immersive Technologies is the world’s largest, proven, and tested supplier of surface and underground Advanced Equipment Simulators to the global mining industry. The company has achieved this unique position by focusing on its purpose “To Elevate Human Performance in Mining”. Immersive Technologies’ solutions are helping 360+ mining companies around the world to increase their employee’s safety and site profitability through effective workforce training.

With advanced simulator modules deployed in 55+ countries, Immersive Technologies is dedicated to providing outstanding service. To deliver on this commitment the company has customer sales and support offices located close to its customers.

This approach has allowed Immersive Technologies to consistently deploy solutions that deliver Real Results, and accumulating an extensive catalogue of quantified business improvements. Our Customers attribute significant improvements in productivity, reductions in unscheduled maintenance costs and improvements in safety to Immersive Technologies’ solutions.

Immersive Technologies has the global mining experience, innovative technology, product range, industry endorsement, proven support commitment and industry vision to partner with you to ensure your training solution delivers the significant results you expect.