Customer Service Team Leader

at  AVL UK Ltd

CUSTOMER SERVICE TEAM LEADER

We are looking for a driven individual to join our service team. AVL UK Limited deliver high tech solutions to support the most advanced automotive, motorsport and commercial vehicle development programs. You will be challenged daily working on exceptionally varied and diverse projects in a team atmosphere.
At AVL UK ITS, we offer advanced technical solutions, then integrate them into the facilities and operations of our customers. The service team draw on the vast amount of experience from across multiple sectors, we work with demanding customers, and we are continually innovating new solutions or delivery mechanisms.
Our projects range from single system upgrades up to complete development facilities, working with automotive, formula 1, commercial vehicle and other high technology customers. Contract values range from tens of thousands of pounds to over £20 million.

GENERAL DESCRIPTION

To support the Service delivery for our customer’s Midlands based sites to deliver excellent Customer Service. The goal is to improve customer satisfaction, increase profitable business volume and increase the AVL profile in the industry.

REQUIREMENTS OF THE JOB

• Ability to multitask and prioritise resources effectively.
• Good knowledge of SAP plus generally IT literate, with ability to find information from different sources.
• Ability to motivate & coordinate Service Engineers in respect to following Service protocols.
• Automotive and/or Electrical Engineering background is essential with good engineering and technical understanding.
• Sufficient maturity and experience in dealing with customers and staff under stressed situations.
• Needs to be a Team Player and willing to accept responsibility within the role.
• Commitment, Flexibility, Self-Motivation, and a passion for the role are necessary attributes for this position.
• Process driven and able to follow set procedures.
• Organised self-administration and task setting skills.
• Basic understanding of financial controlling.
• Excellent phone manner + good interpersonal and communication skills.
• Car Driver with full clean license.

• Be Customer’s single point of contract for daily C.S concerns.
• Daily Management of the onsite AVL Service Team and 3rd party contractors. Ensuring alignment with CS protocols. (Prompt Service reports & calibration protocols).
• Using the e-Case support system, maintain accurate records of all Service-related issues.
• To arrange for additional technical support via phone, email or remote connections when required.
• Proactive long term planning of service tasks.
• To take charge and handle Crisis Management situations at Customer’s sites.
• The ability to identify early potential customer escalations, by acting accordingly and ensuring Service Line Management are fully aware of the situation.
• To develop and maintain regular harmonious relations with the customer and AVL colleagues through excellent communications & delivery.
• Ensuring Training requirements for the onsite Team are in place & all eventualities covered by developing strategies with the Service Delivery Manager.
• Managing the Customer Service Contracts to include monthly invoicing for resident emission & service engineers.
• Create and maintain sales orders in SAP to set procedures and standards for all order types.
• To travel around the differing Customer’s sites in the Midlands as is reasonably required to achieve targets set for the role. i.e., Whitley Gaydon, TCC, etc.