Team Lead Technical Support

Role overview

Responsibilities

• Investigate customer concerns, diagnose equipment and system issues, propose solutions, and identify service or system improvements.
• Establish and monitor KPIs and continually improve service processes and procedures.
• Manage team training and development plans; coach and mentor team members.
• Review team performance, provide guidance, and identify areas for improvement.
• Develop procedures aligned with company strategy and collaborate across departments on improvements and customer needs.
• Represent Vidir's core values in workplace interactions.

Qualifications

• A combination of relevant education and experience will be considered.
• Previous experience leading, coaching, and developing a technical support, service, or customer care team.
• Strong leadership, mechanical aptitude, and analytical problem-solving skills.
• Experience troubleshooting HMI systems and electrical and mechanical machine interfaces; automated material-handling equipment experience is preferred.
• Experience with ERP, customer relationship management, service-management, or similar software; ability to learn systems quickly.
• Strong written and verbal communication, customer-service orientation, and ability to explain technical information.
• Ability to travel internationally.

Benefits

• The employer advertises a competitive salary and benefits package, incentives, and workplace perks.