JOB DESCRIPTION

Overview
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.

Responsibilities

• Lead and support a team of four Helpdesk Coordinators to deliver outstanding customer service and exceed agreed KPIs
• Allocate and manage daily workload through Daily Huddle objectives, ensuring team alignment and productivity
• Coach, motivate and develop team members through regular 121s and personalised development plans
• Work alongside the Service Contract Manager to drive value, efficiency and high standards across critical service contracts
• Foster a culture of accountability, collaboration and continuous improvement
• Identify and implement process improvements through root cause analysis of complaints and escalations
• Document, standardise and maintain operational processes, ensuring compliance and audit readiness
• Manage inventory levels based on contractual requirements and minimum stock thresholds
• Contribute to daily operations by managing a portfolio of accounts and supporting administrative tasks
• Act as deputy in the absence of the Service Contract Manager, ensuring continuity of leadership and service delivery

Qualifications

• Proven leadership skills including delegation, coaching and team development
• Customer service excellence
• Excellent verbal and written communication skills
• Technically minded with an eye for detail
• Adept at managing multiple priorities in a dynamic, fast-paced environment
• Proficient in MS Office suite
• SAP experience desirable but not essential

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA’s policy not to discriminate against any employee or applicant for employment on the basis of the person’s age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran’s status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship. If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know. For US applicants, know your rights, click here.
Equal Employment Opportunity Employer
Affirmative Action Employer - Individuals with Disabilities/Protected Veterans
How do I know if a job opening that lists MSA is legitimate or is fraudulent? MSA posts its legitimate job openings to this MSA Career Center. MSA will only make job offers after a formal interview has been completed. All electronic communications related to openings and offers will come from email addresses with the domain @msasafety.com or @talent.icims.eu. Significantly, MSA would never ask for your financial information or social security number as part of the interview and pre-offer process.
MSA has been told that there are fraudulent job posting on the internet that use the names of large corporations, including MSA, and that request personal or sensitive information from individuals who respond. Please be cautious and check any MSA job posting on this MSA Career Center to confirm it is legitimate. MSA is not responsible for any fraudulent activity that could arise from these sorts of schemes

• Lead and support a team of four Helpdesk Coordinators to deliver outstanding customer service and exceed agreed KPIs
• Allocate and manage daily workload through Daily Huddle objectives, ensuring team alignment and productivity
• Coach, motivate and develop team members through regular 121s and personalised development plans
• Work alongside the Service Contract Manager to drive value, efficiency and high standards across critical service contracts
• Foster a culture of accountability, collaboration and continuous improvement
• Identify and implement process improvements through root cause analysis of complaints and escalations
• Document, standardise and maintain operational processes, ensuring compliance and audit readiness
• Manage inventory levels based on contractual requirements and minimum stock thresholds
• Contribute to daily operations by managing a portfolio of accounts and supporting administrative tasks
• Act as deputy in the absence of the Service Contract Manager, ensuring continuity of leadership and service deliver