Service Centre Lead DACH

ABB E-mobility; Heidelberg; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A leading technology company in Heidelberg is searching for a Service Centre Lead to manage a dedicated team, ensuring exceptional service delivery that consistently meets customer expectations. The ideal candidate should possess strong leadership skills, a customer-oriented mindset, and be proficient in CRM and ERP systems, including SAP. This role emphasizes team development, operational efficiency, and maintaining high service standards across various geographical areas.

Qualifications

• Proven experience in a managerial position is mandatory.
• Experience in dispatching field service engineers is an advantage.
• Proficiency in other European languages is a bonus.

Responsibilities

• Lead and develop the Service Centre team for optimal performance.
• Ensure the team meets customer expectations and SLAs.
• Create metrics to drive operational efficiency.

Skills

Leadership and team management

Communication

Analytical mindset

Customer centric mindset

Organizational skills

Problem solving

Tools

SAP

SFDC Service Cloud

CRM systems

ERP systems

Job description

Overview

Are you a driven team leader with a passion for people, performance, and customer excellence? We’re looking for a Service Centre Lead to lead our Service Centre team and ensure outstanding service delivery that exceeds customer expectations every day.

Responsibilities

In This Role Your Main Accountabilities Will Be

• Accountable for leadership of direct reports to include ongoing direction, coaching, and development.
• Lead Service Centre team to continuously surpasses customer expectations.
• Ensure the team is the driving gear between the customers, Field Service and internal ABB departments.
• Continually improve and develop the team to ensure we are continually increasing customer satisfaction.
• Create and monitor the metrics to drive the day-to-day operations.
• Monitor and take actions to ensure correct reaction times as per the customers SLA’s.
• Support the day to day operational tasks as required.
• Leverage internal relationships to enhance business performance and customer experience.
• Drive change initiatives as required to improve efficiencies and execute on business commitments.

Requirements

To make the above work, we are looking for a teamplayer who has a customer-oriented mindset and excellent coordination skills. Other essential requirements:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical and problem-solving mindset.
• Detail orientated with strong organizational and time management skills.
• Customer centric mindset with commitment to service excellence.
• Ability to effectively develop innovative solutions to customer service challenges.
• Experience in Dispatching Field Service Engineers is an advantage
• Proficiency in other European languages is an advantage.
• Proficiency in CRM and ERP systems is mandatory. SAP and SFDC Service Cloud experience is an advantage.
• Proven experience in a similar managerial position is mandatory.
• Proven experience in managing teams across multiple geographical countries is an advantage.