Deskripsi Pekerjaan
Are you a seasoned technical leader looking to make a global impact? Emerson Electric is seeking a Senior Team Leader for Technical Support to join our dynamic operations in Mandaluyong City. In this pivotal role, you will be the driving force behind a high-performing team of technical experts, ensuring that our innovative solutions reach our customers with excellence.
At Emerson, we believe that our people are our greatest asset. We are committed to fostering a culture that not only values your technical contributions but also prioritizes your professional growth, personal well-being, and long-term career success. If you are passionate about mentoring talent, optimizing technical workflows, and driving operational efficiency in a multinational environment, we want to hear from you.
As a Senior Team Leader, you will serve as the bridge between technical strategy and frontline execution, empowering your team to solve complex challenges while maintaining the high standards that define the Emerson brand. Let's go!
Tanggung Jawab
- Provide operational leadership and mentorship to a team of technical support engineers to ensure high-quality service delivery.
- Monitor team performance metrics and implement strategies to improve response times, resolution rates, and customer satisfaction scores.
- Act as the primary escalation point for complex technical issues, providing guidance and hands-on support when required.
- Collaborate with cross-functional global teams to share knowledge, improve product documentation, and streamline support workflows.
- Conduct regular performance reviews, coaching sessions, and career development planning for team members.
- Oversee resource allocation and workforce planning to ensure optimal coverage during peak operational hours.
- Drive continuous improvement initiatives to identify process gaps and implement scalable technical support solutions.
Kualifikasi
- Bachelor’s degree in Engineering, Information Technology, or a related technical field.
- Minimum of 5-7 years of experience in technical support, with at least 3 years in a supervisory or leadership capacity.
- Proven track record in managing high-volume technical support teams, preferably within a multinational or global shared services environment.
- Strong problem-solving skills with the ability to troubleshoot complex technical problems and guide teams toward resolution.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proficiency in CRM software (e.g., Salesforce, ServiceNow) and technical support performance tracking tools.
- Strong understanding of ITIL frameworks or similar service management methodologies is highly preferred.