My client is a very successful company that supplies a diverse range of Cash Handling machinery, to all the industries within New Zealand that handle cash - banking and finance, retail, vending, gaming etc. As leaders they employ a team of very skilled and experienced people, ensuring absolute efficiency in all aspects of their service delivery.
They are currently seeking to appoint a very switched-on technically savvy Help-desk Team Leader, who will be responsible for the day-to-day operations of the Helpdesk and customer service function
The Helpdesk team ensures that customers technical queries are being resolved efficiently and if not resolved by the initial phone contact are escalated to a visit from one of their Field based Service Technicians.
The Helpdesk Team Leader is responsible for:
- Manage the activity of the Helpdesk team to ensure all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
- Overall responsibility for the scheduling and control of the Field Engineer resources to ensure customer SLA’s are met.
- Address issues escalated from the Helpdesk team and ensure they are resolved promptly
- Review any customer complaints, rectify issues and liaise with appropriate departments on any complex issues.
- Work towards closing any outstanding jobs, liaising with Field Engineers and with the customer.
- Produce reporting (daily/weekly/monthly) on Helpdesk statistics and performance reports, including call volume, response times and customer satisfaction, and customer specific reporting as required.
- Provide clear and supportive leadership to the team to enable them to contribute to their full potential
- Work with the team, providing training, where needed, to assist improving performance
- Maintain effective systems to monitor and evaluate the performance of team members.
- Establish and agree performance targets with direct reports.
- Completion of annual performance reviews.
- Ensure the full administration process is fulfilled in a timely manner.
About You:
- Team leadership skills and experience, preferably in a similar technical service-related role.
- Ability to build a strong relationship with the Service technical team and companies’ customers
- Experience in a similar role with other technical equipment i.e ATM’s, Large Appliances, Photocopiers, or similar
- Experience with scheduling multiple resources and programs of work
- Experience in project management/coordination
- Excellent Computer and systems skills
- Process and systems driven. Skilled in the use of Service Management Systems (experience with JDE and Oracle Field Services Cloud, a great bonus)
- Enjoys a busy environment - Unflappable under pressure able to multi-task, juggling phones and admin.
- Good capability to persuade and challenge/question customers and engineers
- Well-developed planning and organisational skills. Able to manage deadlines
- Adaptable, flexible, and with a high degree of initiative. An eye for detail
- Keen to continue to upskill & learn about the products, and to continue to keep learning
We are seeking candidates who have very confident communication skills and are extremely client focused. You will thrive in a busy environment, and you enjoy a laugh or two, working with a very supportive and friendly team.
Team Leaders from a similar service coordination environment, will be highly welcomed, or those from a technical customer service environment should apply.
If you have relevant experience in a similar role, then apply via Seek or send your CV to lisa@kingsrecruitment.co.nz
Please note that only shortlisted applicants will be contacted, and this will happen within a week of your application.