Service Team Leader
What makes our company great?
We believe in our professionals.
Femtonics focuses on the research and development of two-photon laser scanning microscopes for the booming area of (neuro)physiological investigations. For the past decade, the main aim of Femtonics has been to create and provide uniquely novel technologies shifting to higher paradigms in the fields of advanced 3D imaging. Femtonics prides itself on its ability and plans of providing the researchers all over the world a new concept of three dimensional imaging. The exploration in this field has been nothing less than an ordeal in itself, and our team with the witnessing of such great results and feedback is highly confident in the direction we tread on. Our objective is to raise the standards of imaging three dimensional structures and assist all our dedicated professionals in these complex researches.
So if you are passionate about technology, engineering and project management you are exactly the Service Team Leader we are looking for!
Are you curious about what this role implies?
- Deliver a superior customer support experience to Femtonics customers
- Drive the support team towards the vision, direction, and culture of Femtonics
- Achieve goals by maximizing the success of the team members through motivating, rewarding, and coaching
- Manage individual and team performance expectations and goals
- Engage in continuous improvement (including but not limited to processes, technology, team, customer service, methodologies)
- Analyze results via regular reporting metrics and use these metrics to drive support members and process improvements
- Develop and maintain effective relationships with customer contacts
- Work with other Femtonics departments (optical engineers, mechanical engineers, electrical engineers, software engineers, financial administrators, sales representatives) on initiatives that will drive down case volume or overall time to resolution
- Define and develop process and procedures that drive efficiency and consistency in support
- Identify and remove roadblocks
- Manage and address client escalations quickly
- Effectively manage projects to meet deadlines and achieve results
- Identify, meet and exceed team and individual metrics that contribute to Femtonics management objectives
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
- Implement and operate the service department's profit centre system
The ideal candidate:
- Is able to interface with diverse internal and external stakeholders
- Has superior analytics, problem-solving, and troubleshooting skills
- Is able to manage multiple projects concurrently and prioritize issues in a fast-moving, dynamic environment
- Has strong knowledge of effective business requirements practices and support methodologies
- Has a passion for improving processes and a commitment to customer satisfaction
- Has native-level Hungarian, Professional Business-level English in oral and written form
- Is ready to travel at the national and regional level
We are offering:
- A competitive salary and long term perspective
- High-tech research and development with a reliable background
- A young, dynamic staff providing great support to maximize your potential
- Flexible work schedule
- Sport and teambuilding programs
- Cafeteria
Then you should have:
- Engineering degree
- 5+ years of experience in support or service field
- 2+ years of proven leadership and management experience
- Excellent communication and organizational skills requiredtrack record
- Track record of leadership success, managing and mentoring teams