Functional area :
Service
Country :
Italy
City :
Catania
Company name :
Edwards S.r.l.
Date of posting :
Nov 26, 2024
Mission / Purpose of the Job
Edwards is proud to lead the vacuum and abatement industry. Committed to safe and sustainable innovation, our Field and Onsite Service teams work alongside our customers to install, commission, maintain, and troubleshoot our products, enabling technology for everyone across the planet. The most important characteristic of our Team Leader is the ability to role model and successfully lead the team to deliver the highest levels of field service and ensure strong customer satisfaction.
The team leader will ensure high utilization of the FSE team, providing tools and training to perform to the highest standards while adhering to Edwards processes and safety legislation. They will focus on quality, coaching, and developing the team’s technical and customer-facing skills.
Main Responsibilities
The main responsibilities include supervising and coordinating all maintenance activities, including installation and commissioning, of Edwards products in line with global standards, ensuring customer satisfaction. Key accountabilities include FSE utilization and accurate material and labor forecasts for service contracts.
Other responsibilities include :
* Document all QBR results and continuous improvement solutions with the Technical Lead.
* Support key account and business development teams in product and service contract selection and pricing.
* Compare RGA analyses and customer communications.
* Exchange relevant information such as trend analysis, VOC, and customer projects.
* Maintain relationships with key customers and act as the primary contact to ensure opportunities are captured.
* Conduct and oversee faultfinding and troubleshooting, resolving or escalating issues within contractual timeframes.
* Ensure all field activities comply with regulations, policies, and safety standards.
* Collect and review data to support decision-making.
* Manage use of Edwards processes and platforms like EdCentra & SMA systems.
* Assess training needs, organize product and soft skills training, and manage team performance and development.
* Support team well-being, mentoring, and experience sharing.
* Manage software setup and operation of monitoring platforms.
* Update procedural documentation and oversee inventory logistics.
* Assist in resource planning and advise sales on technical matters.
* Oversee maintenance of technical support documentation.
* Strive for continuous process and personal development.
Skills / Knowledge / Experience
* Education: Diploma or university degree in a technical field or at least 5 years of proven professional experience.
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