Team Lead - IT Field Service Engineer

Your tasks

Are you a seasoned Field Service Technician ready to step into a leadership role and inspire a team of skilled professionals? We are seeking a highly motivated and technically proficient Team Lead, Field Service Technician to spearhead our local and remote service operations. In this critical role, you will not only provide advanced technical expertise but also mentor, develop, and guide your team to deliver exceptional service and uphold our commitment to customer delight. If you thrive in a dynamic environment, excel at problem-solving, and are passionate about building high-performing teams with a "can-do" attitude, we want to hear from you.

Key Responsibilities:

• Lead, inspire, and motivate a team of local and remote field service technicians, fostering a collaborative and high-performance culture.
• Champion team member development by identifying training needs, addressing skill gaps, and promoting individual growth in collaboration with the Service Delivery Manager (SDM).
• Conduct regular one-on-one sessions, performance reviews, and provide constructive feedback to enhance team capabilities and service quality.
• Oversee daily ticket assignments and coordinate tasks efficiently to ensure optimal team utilization and responsiveness.
• Maintain a high level of personal productivity by actively managing your own technical support tickets, as set by the SDM.
• Monitor team performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), proactively identifying areas for optimization and implementing improvements.
• Analyze service data and trends to enhance operational workflows and drive continuous improvement in service delivery.
• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues, serving as a subject matter expert for the team.
• Act as a trusted technical advisor to the Customer Experience (CE) Workforce and the Service Delivery Manager (SDM), offering insights and solutions.
• Ensure the consistent delivery of contractually agreed-upon services, maintaining the highest standards of customer satisfaction.
   Proven experience with various ticketing systems (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).

Success in This Role Looks Like:

• Ownership: Taking full responsibility for team performance, problem resolution, and continuous improvement, embodying the Hemmersbach "Orange Blood" drive to get things done.
• Resilience: Adapting quickly to challenges, maintaining a positive attitude, and inspiring the team through adversity, always striving to find solutions.
• Leadership: Empowering your team, fostering growth, and consistently setting a high standard for service excellence, leading by example.
• Discipline: Consistently adhering to processes, maintaining high productivity, and ensuring operational rigor, contributing to our effective service delivery.
• Customer Focus: A relentless dedication to ensuring customer satisfaction and exceeding service expectations, aligning with our mission to "simply enthuse our customers."