Teamleader 2nd-level Technical Sales and Service

vor 5 Monaten

Graz, Österreich Anton Paar GmbH Vollzeit

We are looking for an experienced and dedicated team leader for our second level support department for laboratory density and concentration meter in Graz, Austria. In this role, you will be responsible for leading a team of 6 technical support experts and ensuring the highest level of customer satisfaction. You will play a critical role in providing advanced technical support to our partners and customers and maintain close relationships with key stakeholders. A dedicated education plan is in place for the onboarding phase of about 6 to 12 months.

**Responsibilities**:

- Lead and manage a team of technical support professionals, including setting performance goals, providing guidance, and conducting regular performance evaluations.
- Foster a positive and collaborative team environment, promoting open communication and knowledge sharing.
- Provide coaching and mentorship to team members, helping them develop their technical and customer service skills.
- Serve as the primary escalation point for complex customer issues related to analytical measurement devices.
- Provide in-depth technical assistance to team members, assisting them in resolving challenging technical problems and ensuring timely resolution.
- Conduct regular reviews of support cases to identify trends and areas for improvement, and implement proactive measures to enhance support efficiency.
- Work closely with Sales and Product Development teams to gather customer feedback and provide input for product enhancements and improvements.
- Continuously review and enhance existing support processes to ensure efficiency, accuracy, and quality in service delivery.
- Develop and maintain comprehensive documentation, including technical support guides, troubleshooting manuals, and knowledge base articles.
- Conduct training sessions for team members and other stakeholders to ensure up-to-date knowledge of analytical measurement devices and support procedures.
- Track and analyse key performance metrics related to customer support, such as response time, resolution time, and customer satisfaction scores.
- Prepare regular reports on team performance, trends, and areas of improvement, presenting findings to management and stakeholders.
- Willingness to travel (approx. 5% of labor time p.a.)

**Requirements**:

- Bachelor's degree in a relevant technical field (e.g., Engineering, Chemistry, Physics) or equivalent work experience.
- Proven experience in a technical support role, preferably within the field of analytical measurement devices.
- Strong leadership and team management skills, with the ability to motivate and develop team members.
- Excellent analytical and problem-solving abilities, with a keen attention to detail.
- Exceptional customer service skills, with a focus on providing a positive customer experience.
- Solid understanding of analytical measurement devices and related technologies.
- Proficiency in troubleshooting and resolving complex technical issues.
- Excellent written and verbal communication skills (EN language), with the ability to communicate technical concepts to non-technical stakeholders.
- Strong organizational skills and the ability to prioritize and manage multiple tasks effectively.
- Familiarity with CRM systems and support ticketing software.

**We offer you**:

- A reliable and long-term workplace in our expanding and international high-tech company
- An innovative company culture that promotes technical excellence guaranteeing us the position of a technological leader in the global market
- A value-oriented working environment that fosters friendly, supportive cooperation between colleagues and, at the same time, provides room for involvement, dedication and individual responsibility
- Individual training and onboarding
- Professional and personal development
- Applications via personnel service providers will not be processed. As a matter of principle, we also do not hire temporary workers, but build on long-term, direct employment relationships._

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