Team Lead High-Tech

Prodrive Technologies; Eindhoven; On-site; EUR 65,000 - 85,000; Full time

Job summary

Prodrive Technologies in Eindhoven is seeking a Team Lead to oversee customer service performance for key clients. You will be responsible for enhancing customer satisfaction and operational efficiency through collaboration with cross-functional teams. Your role involves resolving customer issues, managing service timelines, and ensuring the continuous improvement of the service process. The ideal candidate will foster strong customer relationships, manage team performance metrics, and promote a culture of operational excellence.

Responsibilities

• Lead and support the team of the failure analysis engineers.
• Oversee the timely and effective resolution of customer requests, including Root Cause Analysis, repairs, and upgrades.
• Track and monitor team KPIs, set objectives and ensure alignment with company targets.
• Collaborate with process engineers to implement improvements in customer service specific processes.
• Train, mentor, and support team members, fostering continuous professional growth and skill development.
• Handle the escalation of complex issues, ensure swift and appropriate resolutions.
• Cultivate and maintain strong, long‑term relationships with key customers, ensuring customer satisfaction.
• Manage inventory, tools, equipment, and personnel to ensure optimal utilization and smooth operations.
• Ensure adherence to safety and quality standards.

Job description

Overview

As the Team Lead, you will be responsible for overseeing the customer service performance for our key customers, with a strong focus on operational excellence, cost management, and continuous improvement. You will ensure the delivery of high-quality after-sales service, driving exceptional customer satisfaction and operational efficiency.

About the Role

In this role as Team Lead, you will collaborate closely with cross‑functional teams, including the Customer, Quality engineers, Customer Account Teams, Life cycle management Teams, and other internal stakeholders. Your focus will be on enhancing customer satisfaction and extending the lifetime of our customers’ products by proactively addressing issues, managing service delivery timelines, and implementing continuous improvements within the customer service process.

By fostering a culture of operational excellence, driving cost‑effective solutions, and ensuring timely resolution of customer challenges, you will strengthen customer relationships, maximize product performance, and contribute to the long‑term success of both the company and its customers.

Key Responsibilities

• Lead and support the team of the failure analysis engineers
• Oversee the timely and effective resolution of customer requests, including Root Cause Analysis, repairs, and upgrades
• Track and monitor team KPIs, set objectives and ensure alignment with company targets
• Collaborate with process engineers to implement improvements in customer service specific processes
• Train, mentor, and support team members, fostering continuous professional growth and skill development
• Handle the escalation of complex issues, ensure swift and appropriate resolutions
• Cultivate and maintain strong, long‑term relationships with key customers, ensuring customer satisfaction
• Manage inventory, tools, equipment, and personnel to ensure optimal utilization and smooth operations
• Ensure adherence to safety and quality standards