ASSA ABLOY Group Looking for Customer Service Team Leader at Auckland, Auckland, New Zealand Full Time

PDS New Zealand

PDS Customer Services Team Leader Site Specific Location

Full Time 40 hours per week Monday to Friday 8.30am – 5.00pm

As a Customer Service Team Lead you are responsible for the daily maintenance and dispatch of Technicians and Subcontractors to ensure achievement of service, productivity, efficiency and required transactional standards of AAES Pacific.

• Run the monthly PM & breakdown schedule in IFS. 2. Deal directly with customer queries, logging jobs,

WIP management, closing of customer portals. 3. Review the schedules entered by the service

coordinators ensuring that the technicians times are fully accounted for and productive.

• Work with contract sales teams to ensure that all contract requirements are accurately implemented and communicated with the service teams
• Manage the regionalization and ensure that workloads and technicians are balanced in each region
• Work with the service teams and the customers to deliver to customer KPIs.
• Work with National accounts and customer to ensure KPIS are reasonable and train customer on what is priority and non-priority call outs
• Every quarter conduct a full review of the PM schedule ensuring that PMs workloads are balanced each month for the working days and the specific areas of work
• Train and onboard new service coordinators on planning and job management in IFS
• Assist service teams to complete jobs profitably and within budget.
• Implement and be involved in projects which drive service coordinator and tech efficiencies and productivity

Knowledge, Skills & Abilities Required:

Special Competencies Required:

Key Performance Indicators [KPIs]:

Minimum of 3 years’ experience in planning and scheduling technicians

Minimum of 3 years’ experience running and managing service jobs

Experience in setting up and monitoring customer service KPIs and reporting

Demonstrated experience in writing processes, flow charts and training a team

Previous experience in having worked with technical and product information and service offering/standards an advantage

Intermediate to advanced knowledge of Microsoft Office suite

One on one and small team training facilitation

Presentation, Assessment and Facilitation Techniques

Efficient and timely problem-solving skills

Assertive, with a positive attitude

Must have current driver’s license and own transport.

Tech revenue per day of > $1,400

Margins > 45%

Subcontractor margins > 35%

Consistent quality of work and attention to detail

Efficient time management and ability to organize and

prioritize

On time and in full completion of processes and paper works

Achievement of service budgets

Professional presentation always

Compliance to all relevant policies and procedures

Safety

Education Required:

A Manager has the primary duty of care to ensure the health and safety of workers (including sub-contractors) while they are at work in the business or undertaking. They are also responsible for ensuring work carried out does not carry risk to the health and safety of others, along with strict adherence to Safety Management Procedures and Policies.

Diploma, Certificate IV in Customer Service or Business and Cert IV in Trainer’s Training

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.