Team Leader - ESC Service Desk

How you'll Make an Impact

• Collaborate closely within CP Global Service Operations (GSO) to deliver 24x7 Customer Technical Support (CTS) by partnering with Product Competence Centers (PCC) and Subject Matter Experts (SMEs) to ensure timely and effective issue resolution.
• Lead a team of technical support specialists (approx. 10+) to provide timely resolution of technical issues, either directly to the customer, and/or to internal team members such as sales, project managers and field service.

Responsible for the overall strategic development of OSD, with a key focus on improving the capabilities of the team and the service across ME&AP, EU&AF, NA&LA for CP & STG Product Lines (TC, RC, STG).

Accountable for the key performance metrics within OSD which include technical responsiveness for high and medium priority cases and on cost recovery targets.

Identify ways to streamline and simplify processes and digital tools to deliver new value and timely support to Customers for the installed fleet. Specific focus is required on the use of AI tools going forward.

Develop positive connections with the Customer Technical Support (CTS) community across all Product Lines. Escalate and seek support from the Product Lines as and when required.

Establish a visible career development structure within the OSD function. Roles should include OSD Advanced Technical Support, Repair Solutions Support and Remote Diagnostic Support. Staff development and retention are essential to the long-term success of Technical Support.

Promote and implement cross training to enable a wider coverage of OSD capabilities across all service regions. A special focused efforts for Indian customers on service offerings.

Alignment with the other regions and the Product Lines on new services, products, and sharing of guidelines/best practices.

Drive the team to work closely with Sales/Field Services to identify ways to increase our order entry within GSO across the product lines.

Lead by example in driving a zero-harm culture within OSD.

What You Bring

• bachelors degree in mechanical engineering with 12 to 15 years of relevant experience in technical troubleshooting of compressor (preferred) and/or steam turbines
• Proven experience in team leadership or management, ideally with cross-border team development
• Effective leadership and communication skills
• Customer Orientation and Strategic thinking
• Collaboration and Innovative thinking
• Proven experience with Salesforce (CRM), SAP (ERP), Teamcenter GloBus would be beneficial
• In depth understanding of financial and business operating models
• Willingness to local/global travel is an important requirement for this role.
• Willingness to work in all 3 shifts including weekends