Team LeaderRobert Bosch Engineering and Business Solutions Limited

Job Description
Job Description
. Motivates a team of Technical Support Associates through performance coaching, career planning and setting educational objectives.
. Participates in quality calibration and validation sessions.
. Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.
. Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.
. Facilitates customer resolution for escalated calls and engage the necessary technical support.
. Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
. Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
. Works with operations manager to ensure operational consistency.
. Build relationships with the operational and technical department management of our key customers.
. Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
. Deliver and exceed on all Team performance targets.
. Contributes technical solutions to the IT Knowledge Base
Qualifications
. Must have a good understanding of a services business in a technical support environment
. Demonstrated expertise in Enterprise level applications, servers, OS, hardware (including phone systems, mobile devices, etc.).
. Experience supporting global, high-availability operating environments
. Demonstrated Leadership abilities and be achievement oriented.
. Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
Additional Information
Kindly attach your resume in your application. Only shortlisted candidates will be contacted.