Vanderlande North America

Service Team Lead, Vancouver

Job ID
2018-3345
Category
Management

Overview

Department Overview:

In close cooperation with customers, the North American Services team develops a range of services that fulfil the needs of our customers to keep their material handling systems operational in the best way possible in order to achieve maximum performance, availability and reliability. We provide a full range of services such as Service Implementation, Contract, Project Management, Process Engineering, Inspections & Maintenance and a 24/7 IT Service Desk organization.

Responsibilities

Responsibilities & Tasks:

As the Service Team Lead, you are responsible for overseeing a technical team of support experts for our service business in the Vancouver area. You will have frequent contacts with customers, the internal organization and suppliers to make sure the high level controls software runs smoothly. Other responsibilities include:

  • Establishing a strong partnership with our customers by translating your insight in their operations into strategic business improvements
  • Responsible for maintaining the necessary staff and their continuous development
  • Ensuring we deliver outstanding services to our customers, and as a result, improve their competitive position
  • Work with customers and colleagues to guide the daily operations using the high-level controls software
  • Develop a complete understanding of the baggage estate as will as all other tools such as low level controls
  • Communicate with customers upon system disruptions – explain problems, provide existing – and innovate new solutions, and prevent future problems
  • Lead all root cause analysis
  • Clearly report to our customers on status of the system and come up with usable insights; propose improvements
  • Be the connection between the local business (Vancouver) and internal international departments (the Netherlands, United Kingdom, Atlanta) and other service locations globally
  • Periodically take part in our global stand-by service that we run to secure 24/7 coverage worldwide
  • Managing a variety of contracts we have with our customers (service contract management)
  • Support the takeover of the contracts sold by our business development team
  • Willing to occasionally work shift work to accommodate a 24/7 service contract (back up support expert)

Qualifications

Qualifications:

 

  • Bachelor’s Degree in relevant study (Logistics, IT, Industrial or Computer Engineering)
  • 2 – 3 years in a management or supervisor position in a technical environment
  • Work experience in warehousing, logistics or technical environment
  • Experience in database management (preferably Oracle/ Weblogic)
  • Knowledge of operating systems (Windows, Linux, Unix)
  • Great analytical skills
  • You work in a 24/7 team so there might be a time where you will need to work shifts or weekends
  • Willing to sometimes travel internationally
  • Experience in working in a customer service desk
  • Ability to get airside access clearance

 

Knowledge-Skills-Abilities:

 

  • You also have good communication skills and you are customer service orientated.
  • Works systematically, continuous improving processes for self and department.
  • Strong analytical skills and knowledge of databases and spreadsheets.
  • You have strong analytical capabilities, together with an entrepreneurial approach in which you’re not afraid to take the initiative and make decisions.
  • Ability to manage technical teams

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