Regional Service Leader (After-Sales Team)

Description

Job Summary: We are seeking a Technical Assistance Service (SAT) Leader to maintain and enhance customer experience and drive business growth in the North region and Portugal, managing teams and operations. Key Highlights: 1. Lead and develop the SAT technical team 2. Improve the SAT customer experience 3. Drive after-sales business growth Our Opening and Your Responsibilities Reporting to the National Technical Assistance Service (SAT) Management, the primary objective of this role is to maintain and continuously improve our SAT customers’ experience in the North region and Portugal, thereby supporting regional business growth. **Responsibilities:** * **Business Maintenance and Development** * + Ensure growth and maintenance of after-sales service business within the assigned region and for key accounts, managing both existing customer relationships and collaborating with the sales team to capture new SAT business opportunities. + Monitor lead generation by the technical team and implement initiatives to boost it. * **Customer Experience** * + Ensure that our after-sales service customers receive and experience service aligned with defined quality and excellence standards. Understand each customer’s needs, analyze received feedback, and implement/maintain service process improvements. + Analyze the assigned region to identify trends, strengths, and improvement opportunities. + Track NPS (Net Promoter Score) with customers and manage implementation of necessary corrective actions. * **Team Leadership and Management** * + Manage, develop, and monitor the Technical Staff team in your region. + Supervise and support the support team in onboarding plans for new Technical Staff, track their professional development, and support medium- and long-term career planning. + Conduct coaching sessions and joint customer visits with the SAT Technical Staff team. + Hold regular team meetings for objective communication, coaching, and performance evaluation. * **Operations** * + Ensure operational efficiency of the team by guaranteeing implementation of processes and priorities, and adherence to key after-sales service indicators (KPIs). What You Need to Succeed* Technical/scientific knowledge in Mechanics, Electronics (or similar), acquired through formal education or substantial experience complemented by process and/or business knowledge. * Ideal: Technical Engineering degree with understanding of SAT operations and profiles, complemented by experience in process-related tasks, analysis, and business. * Minimum 5 years’ experience leading a technical after-sales or related team, with responsibility for implementing and monitoring operational and customer management processes. * Office: Advanced Excel proficiency; other analytical tools highly valued. * Ability to lead and manage technical teams performing “on-site” functions. * Analytical ability and decision-making skills. * Customer orientation and ability to build strong, long-term commercial relationships. * Conflict management capability and adaptability in highly dynamic environments. * Mandatory: Residence in Madrid and availability for travel within the assigned region. Our Offer to You* Join a leading, globally recognized company in the sector with a robust and continuously growing after-sales team. * Permanent contract. * Competitive salary (fixed + variable component and bonus system linked to results). * Attractive employee benefits package (childcare vouchers, private health insurance, pension plan, among others). * Work-life balance policies: Flexible working hours and organization, vacation days exceeding statutory requirements, among others. * Work tools: Company car, fuel card, mobile phone, and laptop. * Comprehensive initial and ongoing training, both on our technical products and professional development. About MTMETTLER TOLEDO is one of the world’s leading providers of precision instruments and services. We are renowned for innovation and quality across laboratory applications, process analytics instrumentation, industrial applications, product inspection, and retail. Our sales and technical service network is one of the broadest in the industry. Our products are sold in over 140 countries, and we have direct presence in approximately 40 countries. For more information, please visit: www.mt.com. EEO StatementWe promote equal opportunity worldwide and value diversity within our teams—across business backgrounds, areas of specialization, gender, and ethnicity. For more information about our commitment to sustainability, diversity, and equal opportunity, please visit us here