Descripción de la oferta
Ensure an excellent customer experience by guaranteeing appropriate response times, high-quality interventions, and clear communication throughout the entire service cycle. Optimize operational coverage in Spain and Portugal by ensuring availability, efficient planning, and smart use of technical resources. Drive continuous improvement within the TSS team through training, coaching, feedback, and the standardization of best practices. Strengthen relationships with key customers through periodic visits, performance reviews, and satisfaction monitoring. Ensure the financial sustainability of the Service area by managing margins, costs, and efficiency opportunities.
Functions And Responsibilities
Operational Management and Customer Support
Prioritize and coordinate all technical assistance requests, ensuring operational SLO response times and effective resolution.
Act as the main point of contact in complex cases, escalations, or disputes, ensuring transparency and customer‑oriented solutions while proactively informing the direct manager.
Supervise the quality of interventions, technical reports, and post‑service communication.
Technical Team Leadership
Ensure the team develops a high level of technical knowledge across the different product lines, including new technologies and machine updates.
Supervise workload and availability, optimizing tasks and resources.
Promote a culture of safety, regulatory compliance, and professionalism in all interventions.
Conduct periodic performance evaluations and coordinate training plans with HR and the Service Director.
Financial Management of the Service Area
Be responsible for the economic results of the area: margins, goodwill costs, utilization, and operational efficiency.
Identify improvement opportunities, cost‑reduction initiatives, and process optimization.
Present periodic KPI reports and improvement proposals to the Service Management.
Interdepartmental Coordination
Collaborate closely with PSM, Sales, and Customer Care, ensuring a smooth and updated technical‑commercial information flow.
Participate in planning meetings, customer reviews, and analysis of recurring incidents.
Contribute to the development of new solutions, product improvements, and service strategies.
Continuous Improvement and Internal Standards
Keep internal technical team standards updated, reviewing them annually with HR.
Promote digitalization initiatives, remote analysis, diagnostic tools, and reporting.
Encourage the use of corporate tools among team members (e.g., TeamViewer).
Promote process standardization and high‑quality technical documentation.
Key Competencies
Customer orientation and effective communication.
Leadership and management of technical teams.
Analytical skills and data‑driven decision‑making.
Change management and continuous improvement.
Advanced technical knowledge of the BOBST portfolio.
Cross‑functional collaboration and business acumen.
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