Service Team Lead

Smiths Group; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a proactive Service Team Lead to enhance service delivery and customer satisfaction. In this dynamic role, you will lead a skilled team, ensuring effective installation and training while driving continuous improvement in service processes. Your leadership will foster a collaborative environment, where team members thrive and contribute to achieving strategic goals. With a focus on safety, efficiency, and customer engagement, this position offers a unique opportunity to make a significant impact in a global organization dedicated to security and safety solutions. Join a team that values diversity and offers a range of benefits to support your career growth and well-being.

Benefits

Career Growth Opportunities

Inclusive Work Environment

Flexible Benefits

Training and Development Programs

Qualifications

• Technical degree or equivalent experience managing service organizations.
• Strong customer focus with excellent communication skills.

Responsibilities

• Lead service delivery and manage a team to meet customer SLAs.
• Oversee scheduling, maintenance programs, and budget management.

Skills

Customer Service Management

Team Leadership

Communication Skills

Analytical Skills

Problem-Solving

Education

Technical Degree

3 years of related experience

Tools

MS Office Suite

SAP

ServiceMAX

Aquant

Job description

Service Team Lead

Location:

Singapore

Ref:

REF1539U

Job Function:

Customer Service

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

The candidate will be responsible for leading direct service delivery with a team of capable FST/ FSE to the client and act as the first point of contact for the assigned clients. The Team Lead will drive actions to achieve effective delivery of installation and customer training, oversee the field activity and ensure that delivery processes are recorded accurately. They will also continually seek out and deliver service delivery methods which improve cost control and efficiency both locally and across Smiths Detection.

This candidate must be able to provide guidance and leadership to the existing team, assess talent, and develop strategic service business plans.

Key Responsibilities

• Advocate for Safety at work.
• Responsible for the service delivery in meeting the customers’ Service Level Agreement. Ensure the team’s objectives are aligned to the overall Smiths’ strategy.
• Oversee the scheduling and preventative maintenance programs.
• Investigates, analyses and rectifies customer concerns, elevating problems to management attention when necessary.
• Responsible for clear, concise and timely communications to all internal/ external stakeholders including OEM, Supply Chain, Finance and Programs.
• Champion the team’s utilization on the organization’s productivity system such as SAP, ServiceMAX, Aquant, etc.
• Forecast resource requirement for scheduled and unscheduled servicing.
• Approve Service personnel timesheets ensuring maximum utilisation rates and reporting.
• Manage service budget to plan in the team
• Oversee the management of EHS responsibilities including risk assessments, near misses, PPE requirements, EHS training and EHS reporting for the team.
• Manage the Talent Development plan and training for all individuals in your business/functional area, including performance reviews and technical training.
• Consistently evaluate and monitor service levels and develop plans for continuous improvement.
• Oversee the management of spare parts stock levels at site to ensure minimum stock levels are maintained and to trigger for ordering of parts once stock levels fall below re-ordering point
• Provide advice to your Line Manager on repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected.

Qualifications

Position Requirements

Qualifications/ Experience:

• Technical Degree or 3 years of related experience managing and leading a service organization and responsibility for leading the growth of a business focused on customers within government or private industry. Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialised software programs.

Knowledge/Skills:

• Solid communications skills both verbal and written and a strong orientation for customer focus and teamwork.
• Exceptional business and manpower management skills.
• Significant knowledge and understanding of people and the ability to teach, train, motivate and develop staff.
• Language skills in English is required.
• Excellent people manager, open to direction and collaborative work style and commitment to get the job done
• Delegate responsibilities effectively

Supervises:

• Drive projects/initiatives as required; define disciplines needed, assemble teams, manage the work performance of others to ensure objectives are achieved.

Physical/Mental Requirements:

• Must be decisive, driven and conscientious and interact well in a team environment.
• Analytical and problem-solving skills, with an emphasis on process improvement, and the ability to lead and maintain the effectiveness of cross-functional teams, in addition to cross-cultural teams at various locations.
• Possess excellent organisational, communication, interpersonal skills with the ability to multi-task and manage a wide range of activities.
• Strong customer service skills including phone etiquette and conflict resolution, and the ability to handle stressful situations with resilience and tenacity.
• Self-motivated, reliable, and accountable individual.
• The ability to make good judgments by thinking quickly and broadly.
• Able to influence key stakeholders/decision makers.
• Able to effectively lead and performance manage people.

Work Environment:

Work environment is typically considered an office environment during normal or extended business hours. Work environment may also include employee’s residence, customer site or other location as required. The candidate for this job must be willing to travel for business if required.

Additional Information

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial andlifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)

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