Technical Support – Team Leader (Malta)
Permanent
Malta
Posted 4 years ago
Technical Support – Team Leader (Malta)
Our client, a top engineering company in Malta is seeking a Technical Support Team Leader to join their growing team in Malta.
Role Purpose
The aim of the Technical Support Team Leader is to Motivate, lead and monitor performance by making sure that team members are in line with the established standards of performance whilst addressing under performance, and maintaining appropriate records in accordance with Company procedures
Responsibilities
- Act as a reference point to the team and other members within the organisation by providing technical support
- Handle daily technicians and clients’ related matters and /or other issues which may arise by conducting regular checks on locations while the technician and / or client is on site for quality assurance and supporting purposes
- List any specific customer requirements aiming to provide a professional and customised service to clients
- Assess clients current systems and identify any changes / enhancements / maximise the systems functionality to help the client have a better customer experience
- Continuously monitor the capabilities, skills, and qualifications of the technical team, to assess competencies and identify training needs which need to be communicated to their respective manager
- Motivates, lead and monitor performance by making sure that team members are in line with the established standards of performance whilst addressing under performance, and maintaining appropriate records in accordance with Company procedures
- Motivate, drive and push technicians to promote up-sell and cross sell other systems and products to existing clients when conducting any work
- Promote maintenance agreements to enhance customer value by establishing long-term relationships
- Handle customers’ complaints and issues with the attempt to resolve problematic situations in the best way possible
- Compile timely reports as requested by the management and provide feedback and suggestions on the weekly reports received
- Improve work flow procedures where necessary by improved human resource management
- Act as a point of reference in purchasing technical and/or other specific equipment, parts and tools as necessary for the organisation
- Identify and communicate any improvement requirements with regards to any works performed by team members within the organisation to ensure a high level of quality in line with the required standards
- Receive and record clients’ calls by logging data into the system and schedule jobs to servicing technicians accordingly
- Develop client relationships at both senior and technical level by maintaining an excellent communication flow
- Be knowledgeable on all products
- Any other duties as may be necessary from time to time
Qualifications
- Must have excellent verbal and written communication skills
- Minimum of 3 years experience in a technical role
- Planning, organisation and time management skills
- Must be flexible and adaptable, able to react quickly when facing any obstacles
- Ability to follow directions and Company strategy
- Strong sense of leadership and learning orientation
- Ability to take an initiative and act on what’s required
- Project management skills including flexibility and prioritization of tasks
Job Features
| Job Category | Engineering, Support |
| Salary / Hourly Rate | Attractive |
| Job Type | Permanent |
| Start Date | Immediately |