WHO WE ARE

At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

The Team Lead Remote Services (TL RS) is responsible for Service Desk Management and Service Delivery Management and will ensure that all staff observe all defined processes, procedures, policies, and other KNAPP standards of practice with the aim to preserve customer satisfaction in accordance with corporate objectives and key figures. The TL RS is responsible for leading and managing the team of hybrid escalation managers, 1st Level Service Desk Agents, and Service Delivery Managers. As such, the TL RS is responsible for staff recruitment, onboarding, continuous development and further acculturation of the team. The TL RS maintains operational oversight of on-going escalations and any other critical customer related issues that arise while acting as a critical point of escalation.
Essential Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Alignment with the global setup (follow-the-sun concept) of Global Remote Services / taking part in alignment meetings.
• Organize and conduct weekly team meetings.
• Invoicing support for single tickets (E-Code, host errors, handling errors, Service Requests,…).
• Redirect customer complaints according to the Complaint Management Process.
• Day-to-Day Operations management of the Knapp Inc. Service Desk and Service Delivery Management.
• Provide employees and resources with guidance, direction, leadership, and support necessary to ensure that company goals are met.
• Ensure employees follow company guidelines, defined processes, procedures, policies and other standards strictly.
• Manage the service operations processes (ITIL best practices) including:
• Escalation Management and Complaint Management
• Incident Management
• Service Delivery Management
• Drive the continuous improvement process.
• Responsible for recruiting, hiring and onboarding of new employees.
• Provide ongoing training, coaching and mentoring of team members.
• Full range of reporting for internal and customer facing purposes.
• Use KPI’s to assist with managing performance and driving improvements in our support.
• Ability to provide technical and soft skills coaching to the employees.
• Build on best practices and continually improve the service capabilities of the team.
• Understand, interpret and follow procedures, standards and regulations.
• Approvement of timecards / time bookings
• Team and group-oriented leadership.
• Systematic thinking, problem identification and problem solving.
• Ability to build efficient training schedules while maintaining proper support coverage.
• Excellent verbal and written communication skills, able to communicate at all levels, able to be clear and concise to stakeholders and management at all levels.
• Strong reporting skills; using KNAPP reporting tools.
• Customer oriented and proactive to reach determined goals.
• Strong analytical skills. · Asserts self, able to act on own initiative, adaptable and quick to learn.