Team Leader

**Mission/Purpose of the Job**:
To manage and coordinate a team to provide the highest levels of field service support, including the installation, commissioning, maintenance and troubleshooting activities of all Edwards products whilst maintaining high levels of customer satisfaction.

**Main Responsibilities**:

- Supervise, coordinate and undertake all maintenance activities (including installation and commissioning) of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction
- Establishes and proactively maintains relationships with key customers and acts as the primary contact between the customer and Edwards to ensure all opportunities are captured by the appropriate lines of business
- Conducts advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations. Manages root cause analysis investigations on site and is the main communication point between the customer and Edwards regarding technical concerns
- 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 Edwards 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. Identify, resolve and/or escalate any process or system issues to ensure continuous improvement
- Undertakes the delivery of product training using global training packages, ensuring minimum standards are met, and recorded as part of a formal certification process
- Manages the set up and operation of software products and monitoring platforms (Service Management Application (SMA) Case Management System (CMS))
- Adheres to, reviews, monitors and updates procedural documentation aligned to business best practice
- Oversees the logístical management of inventory
- Manages the performance, training and development of the field service team, ensuring that best practice is at the forefront of all actions and activities.
- Support the Service Manager for the resource planification (holidays, trainings, sickness, recruitment )

**Skills / Knowledge / Experience**:

- Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes
- Proactively seeks customer feedback and asks questions to understand customer‘s business to make effective decisions
- Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
- 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
- Understands and recognises differences between individuals and fosters a collaborative environment where individual diffferences are valued and respected
- Adapts own behaviour and communication style to different situations and uses effective communication techniques to convey own ideas and understand other viewpoints
- Demonstrates a visible and active commitment to adhere to and guide others to comply with, all applicable laws, policies and standards to ensure organisational, safety and health obligations are met
- Can understand and intepret technical documentation relevant to work e.g. technical drawings
- 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.
- Good command of Microsoft products with a high degree of competency in Outlook, Word, Excel, and PowerPoint
- Good written and verbal communication skills. Proficient in home country language, a basic command of written and spoken English is required
- University or formal qualification in a mechanical, electromechanical or an electronics discipline.

**Why Edwards is a great place to work**

Edwards offers a competitive compensation and attractive benefits. You will join a high performing team and a company with strong values and a rich history. The open culture ensures that everyone is accessible and willing to help. Edwards is part of the Atlas Copco Group, with many opportunities in Europe and globally within a culturally rich and diverse team.

**Safety**:

- Join a company which promotes a strong multi-cultural, diverse and inclusive workplace wher