Service Support Team Lead

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Service Support Team Lead Overview We are seeking a highly skilled and motivated

Service Support Team Lead

to join our dynamic Service Support Teams. This is an exciting opportunity for an accountable, commercially astute self-starter with a passion for customer service, field service reporting, and a talent for problem-solving. Key Responsibilities Lead, motivate, and support the Service Support Teams to achieve KPIs and meet SLAs. Coordinate field service appointments and manage scheduling efficiently. Liaise with 3rd party suppliers to ensure seamless service delivery. Oversee warranty management processes, ensuring compliance with company standards; manage and report on service costs, providing accurate reporting. Continuously monitor incoming service requests and workload volumes, prioritising tasks based on urgency and customer impact. Monitor and allocate 3rd party resources efficiently to ensure timely response and resolution, balancing capacity with customer requirements and contractual obligations. Act as a point of escalation for complex service or installation issues. Ensure accurate and timely communication with customers, suppliers, and internal stakeholders. Identify opportunities for process improvement and implement best practices. Implement and maintain robust processes to ensure data integrity: develop, document, and enforce procedures that guarantee the accuracy, consistency, and reliability of all service support data. Manage team absences and always ensure adequate coverage. Skills & Experience Proven experience in a field service or installation environment. Strong understanding of warranty management and service operations. Demonstrated ability to coordinate and manage 3rd party supplier SLAs. Excellent leadership skills with the ability to motivate and support team members. Strong problem-solving skills and a proactive approach to challenges. Exceptional communication and interpersonal skills. Highly organized, with the ability to manage multiple priorities in a fast-paced environment. Proficient in using service management software and Microsoft Office Suite. Required Previous experience in a Team Lead or supervisory role. Experience working within a customer-focused environment. Highly proficient in Microsoft Excel: skilled in advanced data analysis, manipulation, and visualization to generate focused, actionable reporting that supports operational decision-making. Knowledge of industry best practices in service support, field service, and warranty management.

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Location:
Gb
Job Type:
FullTime
Category:
IT;Customer Service

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