Remote Support Specialists Team Lead

We are looking for a team leader of technical V12 leading engineers, performing as shift leaders at the NPI care center and as NPI technical support-related activities such as service performance analysis, or product technical investigations. The role leads representatives' activities, collaborates to prevent/mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring employees.

Responsibilities

• Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
• Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative service solutions.
• Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
• Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
• Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
• Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
• Leads, contribute to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and provides mentoring and guidance to employees.
  
  

• B.Sc. / Master. in Mechanical engineering, Industry & Management, Statistics, or equivalent
• 4-6 years of work experience, preferably in remote support, technologies, and customer support environments, or a related field.
• Customer Relationship Management
• Related support skills and experience - technical Services, technical support, product Support, workflow management
• Excellent communication skills with fluent English (written and oral) - MUST
• Good analytical skills and ability to work with advanced analysis BI tools - MUST
• Experience in Tableau - An advantage
• A team player with strong analytical thinking, excellent interpersonal communication skills, and a “Can do” approach.
• Self-motivated, dedicated, and creative with abilities to take "out of the box" initiatives.
• Ability to work independently, under pressure, and meet deadlines.
  
  

• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
  
  

• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.