Hilti - Team Leader - Customer Tool Service

What is the role?

As a CTS Team Leader, you need to engage your team member and customers. You will act as a liaison between the Customer, Market reach team, and Tool Service Center. You will be responsible for driving lean in your function.

Key Responsibilities & goals:

- Engage your team: Follow passionately our "moment" approach to people contribution and development.

- Act clearly with relation to GEOS feedbacks

- Develop yourself and your peers: set your self-goals for your professional development and own it

- Coach team members the same way

- Engage our customers: Support account development plans where possible, reduce the number of quotes and improve customer experience end to end. Be a professional point of contact for VIP / Focus customer service level definitions. Manage the HTS monitoring and credit process

- Manage effectively the quotation process: Contact management with quotation decision makers

- Manage effectively customer complaints: ensure 1-2 days max time to resolve repair complaints in a way that promotes Hilti fans.

- Manage the repair back-order list (MSP): According to locally defined approach

- Proactively manage customer expectations: RRF / MSP incidents

- Promote and Implement customer experience improvement ideas: By taking an active part in making the TSC processes Lean-er

What are the essential knowledge, experiences and skills you need for this role?

- MBA with minimum three years of experience in customer-facing and team-leading role

- Advance knowledge in Microsoft Excel

- Strong in communication and active listening

- Familiar with SAP system would be an added advantage