You will be leading the technical services for some of the most advanced renewable energy solutions in the world, spearheading a fast-growing global industry.
The position is both challenging and most awarding with multiple potential directions of long-term promotion within our well-established global organization.
Your target revolves around three key objectives:
1. Enhance customer satisfaction and elevate the company’s service ratings and brand recognition continually.
2. Handle customer escalations effectively, serving as a point of escalation.
3. Recruit, train, and supervise service team members and Service Partners in optimal service practices.
To achieve these goals, focus on the following pivotal tasks:
- Maintain high service standards, streamline communication, and establish expectations among clients, service partners, local operational and sales teams, as well as regional and headquarters personnel.
- Oversee project management for commissioning services.
- Lead Field Service Team activities on and offsite for failure research and corrective maintenance.
- Define, document, and consistently apply operational procedures, processes, and practices.
- Conduct quality reviews of technicians' work to ensure compliance with established standards.
- Collaborate with EMEA Service Management to enhance overall activities.
- Negotiate and manage customer contracts, particularly Service Level Agreements (SLAs).
- Provide support and propose service solutions as the primary point of contact for company customers.
- Undertake on-call and service duties as needed.
- Assist the Sales team by actively participating in exhibitions.
- Ensure current and future service contracts and agreements have updated documentation and processes.
- Demonstrate knowledge and adherence to health and safety guidelines, ensuring team members comply with regulations.