Customer Support Team Lead

Immersive Technologies; Jakarta Pusat; Sur place; IDR 360 000 000 - 600 000 000; Plein temps

Résumé du poste

Immersive Technologies is seeking a Customer Support Team Lead with hands-on technical support and account management experience in IT or electronics. Based in Jakarta, Indonesia, you will lead a small services team across Asia to deliver service contracts and provide expert customer support.

You will guide the team, schedule manpower, and prioritize customer issues to maximize satisfaction. The role requires travel up to 20% internationally and strong communication skills; bilingual is a plus.

Qualifications

• Bachelor's degree in Engineering, IT, or related field.
• 8+ years experience in the technical service industry.
• Electronics qualification or similar levels of industry experience.
• Experience engaging proactively with key Customer stakeholders.
• Aptitude for analytical activity.
• Strong project management skills.
• 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.

Responsabilités

• Lead a small team of services staff across Asia to deliver service contracts and customer support.
• Guide and motivate the team to ensure department effectiveness and success.
• Schedule manpower to meet service delivery requirements.
• Prioritize and elevate customer issues to maximize satisfaction and value.
• Support Customer Support staff in daily activities.
• Lead and run a remotely based team.

Connaissances

People management

Project management

Customer focus

Analytical thinking

Communication skills

Stakeholder engagement

Travel readiness

Formation

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

Outils

CRM software

Service management tools

Description du poste

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. If you are looking for an exciting career opportunity, please read further.

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 elevate customer issues and requests with the intent of maximizing customer satisfaction and value
• Support Customer Support staff in daily activities
• Effectively lead and run a remotely based team.

About You

There is more opportunity to shape your career than we have the space to list here. If you want to be considered, make sure you tick the following boxes to give yourself that opportunity:

• 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.