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Continental Service Desk Team Leader in Birmingham, United States

Service Desk Team Leader

Birmingham, UK


Job Description

Continental Is one of the worlds leading automotive suppliers representing brands such as VDO & Crypton. Our range includes products and services for specialist motor vehicle garages and independent garages.

As Service Desk Team Leader you will be responsible for the daily running and management of our service desk through the effective use of resources. The Team Leader will manage a fast paced Service Centre, providing timely and accurate troubleshooting for hardware and software Issues across the Continental range of products.

  • Provide support to a team of Service Desk Technicians and Field Service Engineers.

  • Act as the Lead technical role model and technical escalation for the service delivery team

  • Responsible for supporting all UK customers with technical and product advice in relation to the full range of products and services.

  • Observe service desk operational processes and implement any improvements.

  • Build solid customer relationships to support increased customer satisfaction.

  • Coordinate calibration of customer equipment, ensure current service agreements are in place.

  • Where possible improve efficiency by planning work in geographic clusters.

  • Coordinate the installation of all garage equipment, liaise with service engineers and customers to ensure clarity of plans.

  • Coordinate service engineer visits to attend faulty equipment when all other options have been exhausted.

  • Ensure excellent overall customer quality and service Is provided at all times. Job Requirements Qualifications, Skills & Behaviours

  • Experience working in a customer facing technical role, ideally a fast-paced support position, with proven problem solving and customer service skills.

  • Team Leader or Supervisor experience

  • Excellent communication skills, ability to be confident, patient, polite, tactful and diplomatic, when dealing with challenging situations.

  • Good time management skills within a high paced environment.

  • Ability to interpret wiring and hydraulic plans.

  • Customer centric approach to service and support with professional telephone manner.#LI-JC1 Job Type Professional Division Footer Text Ready to drive with Continental? Take the first step and fill in the online application. About Continental This Business Area Vehicle Networking and Information develops modules and end-to-end systems for connected mobility along the strategic elements “Network. Inform. Integrate.”, i.e. hardware, software and services. By providing solutions for networking, human-machine interaction, system integration and high-performance computing for cars, commercial vehicles and fleets, Vehicle Networking and Information ensures functioning networks and a smooth flow of information for connected mobility. Job Category Manufacturing Operations and Production Country United Kingdom Division Vehicle Networking and Information (VNI)