Head of Training Services

MasterSearch are currently working with a leading developer and manufacturer of vacuum products, exhaust management systems and related value-added services. Our client is looking for a Service Team Leader to supervise and coordinate all maintenance activities (including installation and commissioning), whilst ensuring complete customer satisfaction. Working close together with the Technical Leads, conducts/oversees advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations. Support the Key Account Team and the Business Development Manager in selecting and pricing suitable products, as well as service products/solutions and service contracts. Responsible for relevant information exchange such as trend analysis, VOC and specific customer projects. Ensures that all field service activities undertaken by the team are conducted within the boundaries of all applicable regulations, policies and procedures to ensure organizational, safety and health obligations are met. Manages the adherence of all relevant aspects of the field service team to risk control elements. Collects and reviews data from the team to present to technical support personnel or the customer, to enable informed decisions Manage and oversee the use of the companies processes and operating platforms to accurately capture service related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion. Assesses the learning needs for the team, and organizes product and technical training, ensuring minimum standards are met, and recorded as part of a formal certification process. In addition, will assess and manage the soft skills training requirements. Manages the performance, training and development of the field service team, ensuring that best practice is at the forefront of all actions and activities. Manages the set up and operation of software products and monitoring platforms (Service Management Application (SMA) Case Management System (CMS)) Edcentra / PDM Oversees the logistical management of inventory at customer sites. Support the Service Manager for the resource planning (holidays, trainings, sickness, recruitment) Oversee maintenance of the Technical Support SharePoint Strong management skills including the ability to plan, prioritise and delegate whilst managing time, resources, schedules and cost Excellent people management skills to manage, motivate and develop team members to deliver company objectives Ability to support difficult decisions in changing business conditions Adapts own behaviour and communication style to different situations and uses effective communication techniques to convey own ideas and understand other viewpoints Demonstrates leadership potential with a minimum of 5 years field service experience in a relevant or related industry, ideally with a strong customer facing focus. Proficient in French, a strong command of written and spoken English is required.