Job Description

Are you enthusiastic about technologically challenging projects and do you want to contribute hands-on to a sustainable future? Then apply for the position of Team Lead Technical support!

The team leader of the Control Room is responsible for the remote diagnostics and monitoring activities of Service The Battery. This department comprises Technical Support Specialists and Technical Support Engineers (Junior & Senior). While Support Specialists mainly handle administrative tasks, Support Engineers are responsible for active monitoring, remote diagnostics, and keeping the systems up-to-date. They provide advice on when an on-site visit is required and which components need replacement.
The team leader must ensure that processes and structures are well-established and maintain strong collaboration with the Field Operations team. Additionally, collaboration with the Success Manager and Contract Manager is essential to continuously improve the service provided to our customers. The Control Room serves as the primary point of contact for our customers, making it crucial for the perception and effectiveness of the delivered service. 

Safety, Product Quality & Quality of Work

• Ensure the entire team stays continuously updated on all safety protocols, both internally and externally.
• Collaborate with the field ops team to ensure their well-being and working conditions meet requirements.
• Support in providing training for recognizing and ensuring all safety measures and procedures are considered on-site, spotting potential dangers in advance.
• Collaborate with the QHSE team to keep safety elements up-to-date and well embedded in the business.
• Ensure all remotely delivered work is of the highest possible quality.
• Monitor and maintain all sites and their software/firmware versions for optimal functioning of systems.
• Establish relevant KPIs to monitor outcomes and areas of improvement.

Management & Leadership

• Organize, control, and coordinate activities within the department.
• Ensure good communication and collaboration within the team.
• Guide, coach, motivate, and stimulate team members.
• Safeguard progress of work.
• Maintain good collaboration with key stakeholders such as Field OPS, Contract Management, Sales, PE, Supply Chain, and others.
• Ensure an open culture where everyone feels safe and supported on the workplace.
• Safeguard a culture where colleagues collaborate effectively with other teams and take initiative. A ‘can-do’ mentality is encouraged.
• Primary contact person for Support Specialists & Support Engineers in challenges and escalations.
• Primary contact person for escalations from customers or internal stakeholders regarding active monitoring, remote diagnostics, SLA execution.
• Conduct goal-setting, performance, and appraisal conversations.
• Advise on individual employment conditions and personnel matters.

Process & Team Structure

• Structure the department based on the Service The Battery strategy and personal insights to stimulate efficiency and collaboration.
• Define, optimize, and continuously improve operational processes to achieve departmental objectives.
• Identify bottlenecks and improvement areas, operationally solving them or translating them into concrete proposals for improvement projects.
• Provide input on team size & budget requirements to secure departmental objectives in a rapidly growing and dynamic environment.
• Ensure all processes and instructions are documented and continually maintained.
• Ensure all processes and instructions are shared and embraced by the team.
• Train and educate employees on required processes and practices.
• Encourage all team members to continuously think about improvements and solutions to work more efficiently, effectively, and collaboratively.
• Define and manage KPIs to ensure the team performs well and in line with expectations and contractual obligations.
• Report monthly on KPIs within the Service leadership team.

Monitoring, Tools & CRM & Technology

• Ensure all systems are actively monitored by the team using required tools and technology.
• Oversee that the team monitors all alarms and data feeds.
• Ensure that support engineers respond adequately and swiftly to issues with our customers’ systems.
• Be available for critical events to support and make decisions where needed or escalate upwards.
• Ensure protocols are in place and well understood in the case of a critical event, such as a system catching on fire.
• Address technical issues with monitoring tools or equipment and resolve urgently with relevant teams, such as IT or R&D.
• Ensure continuous improvement of monitoring systems to enable scalability within the team as the business and install base grow.
• Ensure all CRM processes are up to date and allow for the right data to be captured.
• Ensure data quality is maintained at the highest level throughout all activities.
• Ensure all activities are logged, captured, and reported on correctly and accurately.
• Enable data analysis by ensuring the team captures all relevant data.

Tagged as: Office