You will be the Team Leader of a team of Service Engineers who is responsible for supervising and coordinating the work of your team of FSEs who perform maintenance, repair, and installation of our machines at our customers. You'll focus on 4 main areas:
Team Support and Development
- Serve as the go-to resource for team members regarding organizational support, advice, and health and safety concerns.
- Mentor and onboard new team members to ensure their successful integration and growth.
- Monitor and evaluate team performance to foster development and recognize achievements.
- Cultivate a strong team spirit and enhance company engagement through active participation and communication.
- Manage team schedules and workloads effectively, prioritizing tasks to meet deadlines while maximizing productivity.
Customer Service and Satisfaction
- Deliver outstanding customer service to both external and internal clients, ensuring their needs are met and exceeded.
- Follow up on escalated customer problems, keeping them informed throughout the resolution process.
- Design, implement, and execute plans to meet and exceed service standards, ensuring high levels of customer satisfaction.
Operational Efficiency and Improvement
- Implement processes and procedures that boost the team's efficiency and quality of work.
- Oversee weekly dispatching and provide planning advice to streamline operations.
- Drive continuous improvement initiatives within the area of responsibility, enhancing overall performance.
- Develop business cases for improvements, showcasing potential benefits and implementation strategies.
Intiatives and projects
- Participate in designated projects or company-wide initiatives as directed by line management.
- Lead and manage change within the organization to foster adaptability and growth.
- A Bachelor's degree in electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering is preferred or equivalent experience.
- Strong and firm advocate of all the Health & Safety rules that apply to our sector.
- Demonstrated success in a leadership role, preferably within a service or customer-facing environment.
- Delivered world-class customer service, consistently exceeding client expectations.
- Deep understanding of business line processes, products, and services, driving operational efficiency.
- Effective verbal, written, and interpersonal communication, facilitating clear and productive interactions.
- Excelled in communication and interpersonal skills, fluent in Italian and English; proficiency in other languages is advantageous.
- Resolved complex problems with diplomacy and tact, ensuring positive outcomes in challenging situations.
- Skilled in using CRM software and other relevant tools, enhancing customer relationship management.
- Maintained strong organizational skills and attention to detail, ensuring accuracy and efficiency.
- Demonstrated ability to work independently and collaboratively, contributing to team success.
- Domestic and European travel may be required but will not be more than 30% of your working time.
- Must have a driving license and a valid passport.
Why work for us:
You will have long-term career opportunities, with a globally renowned company and the following:
- Be part of a mission to transform how we all obtain, use, and reuse the planet’s resources to enable a world without waste
- Inclusive company culture that values diversity, well-being, and strong camaraderie among our teammates
- Global career opportunities with a strong record for promoting internally
- Professional training and development: We are passionate about people and seeing them succeed
- We love innovation, a collaborative environment where idea sharing and thinking outside the box is encouraged
TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made and will be provided as requested by candidates taking part in all aspects of the selection process.
