Technical Support Team Lead

As the Team Leader of Technical Support, you will lead a team of six Tech Support Coordinators within the Lifecycle Performance Services (LPS) department at FORTNA. Your team is responsible for resolving complex (mechatronic) malfunctions at our customers' locations. Your team is strong in coordination, working closely with various departments both within and outside our organization, such as; work preparation, planning, service engineering, specialists (e.g., PLC and PC), suppliers, and service partners. Your team places the customer at the center, with the goal of exceeding customer expectations.

You will be part of the LPS team at FORTNA, which places you in a highly dynamic, exciting, and above all, driven work environment. You have an affinity for technology and understand how customer, contract, and maintenance processes function.

What does the role entail?

Operations

• You are the point of contact for your team members and manage the daily operations of your team.
• When needed, you assist in operations ( 40%) and are the first escalation point for your team members and our customers.
• You facilitate and optimize collaboration with other departments within and outside the LPS organization, such as; account management, Customer Support, Technical Field Service, Projects, and Administration.
• Together with your manager, you are responsible for goal-setting and evaluation discussions for your team members.

Training, Coaching, and Mentoring

• To make this role a success, you are enthusiastic, take ownership of your tasks and responsibilities, and are driven to take your team to the next level. You are open to new developments and capable of coaching, mentoring, training, and guiding your team.
• You are the driving force for your team and escalate risks and conflicts to your manager.

Development

• You initiate, execute, and contribute to improvement projects to elevate the LPS organization, all to support our customers better and more efficiently.
• You contribute to drafting and implementing the department's strategic annual plans.
• You are responsible for approving worked hours and creating a departmental schedule for your team.

What do you need for this role?

• HBO (Higher Professional Education) level of work and thinking, in the field of business administration & management and/or technical.
• Experience in a leadership role.
• Proficiency in English, Dutch is preffered.

Competencies

• You are driven and motivate your team.
• Strong organizational skills and decision-making ability.
• You demonstrate ownership and are proactive in carrying out your responsibilities.
• Customer- and service-oriented mindset.
• You have a helicopter view and can approach tasks methodically, prioritize, and organize them.
• Problem-solving and analytical skills.
• Good communication and writing skills.

What do we offer?

A role with a variety of tasks where no day is the same. You will work in an enthusiastic team within an informal, fast-growing, and flexible organization. We encourage ambitious employees to grow and develop.

Are you ready for the challenge?

Do you recognize yourself in the above profile and want to be part of a forward-thinking organization? Apply via the application button.