Tech Customer Service Team Lead - Operations & Excellence

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

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.