Service Team Lead

3 weeks ago

Beijing, Beijing, China Cummins Inc. Full time

Job Summary:

The Service Leader is responsible for managing the operations of the technical support team, handling complex escalated and unresolved support issues. This role requires strong leadership and problem-solving skills to ensure customer satisfaction and meet business objectives.

Key Responsibilities:

  • Manage a team of technical support specialists and/or supervisors.
  • Resolve complex business problems for the team.
  • Provide timely and constructive performance feedback, develop employees, and provide opportunities for career growth.
  • Lead continuous improvement activities, reviewing and improving processes to meet customer expectations and organizational goals.
  • Develop and monitor operations, including policies, procedures, budget, operating structure, and workflow.
  • Ensure the volume of work meets company standards and customer satisfaction is maintained.
  • Identify trends and initiate changes to achieve goals and objectives while ensuring customer needs are met.

Competencies:

  • Balances stakeholders, anticipating and balancing the needs of multiple stakeholders.
  • Communicates effectively, developing and delivering multi-mode communications.
  • Cultivates innovation, creating new and better ways for the organization to be successful.
  • Customer focus, building strong customer relationships and delivering customer-centric solutions.
  • Develops talent, developing people to meet both their career goals and the organization's goals.
  • Ensures accountability, holding self and others accountable to meet commitments.
  • Manages complexity, making sense of complex information to effectively solve problems.
  • Manages conflict, handling conflict situations effectively.
  • Optimizes work processes, knowing the most effective and efficient processes to get things done.
  • Situational adaptability, adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Strategic mindset, seeing ahead to future possibilities and translating them into breakthrough strategies.
  • Service Capability, Capacity, and Coverage, applying the process to understand customer expectations and business priorities.
  • Values differences, recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

  • Significant level of relevant work experience, including supervisory experience, required. Prior experience in a technical role is highly preferred.

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