Remote Support Specialists Team Lead

We are seeking a technical team leader for V12 engineers, who will act as shift leaders at the NPI care center and oversee NPI technical support activities, such as service performance analysis and product technical investigations. The role involves leading representatives' activities, collaborating to prevent/mitigate issues, architecting and integrating solutions, and contributing to cross-functional projects. It requires advanced expertise, independent judgment, and fostering 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 contributes 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.

Requirements:

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.
At least 3 years of experience in team management.
Customer Relationship Management
Related support skills and experience - technical Services, technical support, product Support, workflow management
Excellent communication skills with fluent English (written and verbal) - 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.

Impact & Scope:

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

Complexity:

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

Thank you for taking the time to review our job; if you think it matches your experience and interests, please apply today; we are eager to learn more about you!

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