Team Lead, 2nd Line Customer Support
il y a 8 heures
Le Manager Support est responsable du service support, qui comprend la qualification N1, le support fonctionnel et le support technique. Il travaille en étroite collaboration avec la direction des supports et garantit la qualité de service apportée aux clients ainsi que le respect des engagements pris par l'entreprise. Il veille à la performance des équipes dans le cadre du budget alloué à son service et organise les ressources et processus afin d'améliorer continuellement la performance.
Department Support & Education Services Employment Type Permanent Location France, Eguilles Workplace type Hybrid
Missions
Management du service
- Manager les membres de son équipe et animer le service (réunions, entretiens individuels et de performance, validation des congés).
- Collaborer avec le service RH pour la valorisation salariale, la gestion disciplinaire, la montée en compétence (évaluation, formation, coaching), le suivi des besoins en recrutement et l'intégration des nouvelles recrues.
- Effectuer les tâches récurrentes : priorisation des urgences, affectation des ressources, interface avec le client en cas de conflit ou relance, et garantir la bonne alimentation de la base de connaissances.
Suivi et amélioration de la qualité de service
- S'assurer du bon niveau de satisfaction client.
- Garantir le respect des engagements contractuels (délais, qualité des réponses).
Suivi et amélioration de la performance du service
- Valider et analyser les tableaux de bord relatifs à l'activité.
- Définir et suivre les budgets et indicateurs (forecast, ressources, chiffre d'affaires).
- Mettre en place et suivre les actions d'amélioration de la performance.
Profil
Nous recherchons un professionnel expérimenté, doté d'une solide connaissance fonctionnelle et technique des produits, ainsi que d'une expertise confirmée en management direct d'équipes de 10 personnes ou plus. Vous devez être capable de prioriser efficacement, communiquer avec clarté à l'écrit comme à l'oral, et faire preuve d'un sens aigu du service client. Votre relationnel est excellent, et vous savez travailler dans des contextes exigeants ou sous tension. Une orientation forte vers la satisfaction client, associée à une capacité à piloter la performance et à accompagner la montée en compétence des équipes, est essentielle pour réussir dans ce rôle.
About Forterro
Founded in 2012,
Forterro
has grown to become a category leader in industrial software – with strongholds in Europe's top production economies, as well as regional service hubs and development centres around the world. From more than 40 office locations, our 2,500+ employees provide and support software for more than 13,000 industrial businesses.
Our products
are deeply rooted in the demands of their local geography. And each is designed to strengthen and accelerate our customers' ability to operate efficiently and compete effectively.
Apply Now
Our Hiring Process
Stage 5:
Offer
Stage 6:
Hired
Stage 1:
Applied
Stage 2:
Peer Interview
Stage 3:
Functional Interview - Country
Stage 4:
Functional Interview - Region
Stage 6:
Hired
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