Team Leader

• Oversee East Coast-based field service engineers
• Provide direction to the field service team to ensure performance standards are met
• Regularly assess team performance and identify areas for improvement
• Collaborate in managing performance and costs of the Field Service organization in line with assigned targets
• Manage field technical resources and ensure adherence to field repair protocols
• Coordinate the second-level technical support team to improve efficiency and compliance
• Support planning and scheduling of field technician visits to ensure expected customer service levels
• Identify key product issues affecting customer satisfaction and escalate them to International Technical Support at headquarters
• Provide technical training, ensure technician certification, and conduct on-field audits
• Manage safety issues or address them to the appropriate personnel
• Lead resolution of customer complaints and issues with necessary company departments
• Improve customer satisfaction and manage dissatisfied customers in person
• Enter and manage support requests in BAAN/CRM-SFDC
• Drive service quality using FTFR, TTS, JMR3, company policies, and technician performance measurements
• Lead organizational effectiveness through performance, people development, and engagement
• Cooperate with Spare Parts to govern local warehouses and oversee annual stock counts
• Travel regularly 50% of the time when not working from the Jersey City headquarters

Explore Regional Field Service Team Leader at Technogym. Review requirements and application details.