IL Service Team Leader

Massivit 3D, the leading provider of large-format high-throughput 3D printers, is dedicated to revolutionizing the manufacturing industry through cutting-edge technologies. Our innovative solutions empower businesses to create complex designs and prototypes with speed, accuracy, and efficiency. As a global leader in 3D printing, we are committed to providing exceptional customer service and support to our clients worldwide

We are seeking a highly motivated and experienced IL Service Team Leader to lead and optimize our customer service operations on a global scale. The successful candidate will be responsible for overseeing the customer service team, ensuring the highest level of customer satisfaction, and implementing effective strategies to enhance customer support processes.

Responsibilities:

Develop and execute global customer service strategies and policies to ensure excellent customer satisfaction and retention.
Lead, mentor, and motivate a team of customer service representatives located in Israel and indirect management of Service representatives in the different regions.
Establish key performance indicators (KPIs) to monitor and improve customer service performance.
Collaborate with cross-functional teams to provide valuable customer feedback and insights.
Analyze customer service metrics and trends to identify areas for improvement and implement necessary changes to enhance service quality.
Develop and maintain strong relationships with key customers and handle escalations promptly to ensure swift resolution.
Implement training programs to enhance the skills and knowledge of customer service representatives, ensuring they deliver exceptional support to customers.
Monitor customer satisfaction levels through surveys, feedback, and other relevant methods, and develop action plans to address any issues.
Develop and manage the customer service budget effectively, ensuring optimal resource allocation.

Requirements:

Proven experience (5+ years) in customer service management, preferably in a multidisciplinary/capital equipment company.
Manage escalations in Tier 3 level
Ability to be hands on and to troubleshoot technical issues and provide effective solutions to customers, Problem-solving drive, and can-do approach.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Proven experience in developing and implementing customer service strategies and policies.
Strong analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.
Ability to handle escalations and resolve customer issues promptly and effectively.
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
Demonstrated technical knowledge. Understanding of 3D printing technologies, including hardware, software, and materials is highly desirable.