MAJOR FUNCTION Leads an inbound call center team of Nilfisk certified technicians who deliver next level technical support, consultation and advice to customers, partners and team members related to the operation, use, repair and maintenance of Nilfisk equipment. ESSENTIAL DUTIES AND RESPONSIBILITIES Drives performance improvement of technicians through monitoring and coaching to deliver a great customer experience. Regularly monitors team KPIs; leads the team through corrective actions as needed. Enables education of team members around departmental procedures and policies, promotes a customer orientation, and company, industry, and customer knowledge. Recruits, selects, and deselects personnel based on expected or actual performance. Regularly collaborates with Service, Training and Customer Care organizations to improve the Customer Experience and enhances cross departmental processes. Delivers expected departmental contribution to the Nilfisk Commercial Initiatives. Provides focused leadership to improve Net Promoter Scores (NPS). Recommends, creates, and implements measures to improve team efficiencies to include ISO standard support documentation (i.e. Standard Operating Procedures). Ensures team compliance with Quality Management System (applicable ISO or internal standards) specific to Nilfisk’s Technical Failure Reporting systems. Oversees the creation and implementation of sufficient team training to ensure team members are Nilfisk University Gold Certified in all equipment areas biannually. Directly or indirectly (through use of designated staff) assists in the creation and implementation of formal or ad-hoc technical and parts related training, supporting Customer Care staff thereby contributing to improved Net Promoter Scores (NPS) Management of ServiceMax Cases to ensure reported equipment issues are assigned each day and that whenever possible issues are resolved during the first call. Coordinates escalated issues on behalf of internal and external customers. Leads or attends meetings as necessary or assigned in support of Nilfisk and Service strategies and priorities. May occasionally support new product development as subject matter expert Manages staff during and after regular working hours including time worked/shift schedule, expense report approvals and cost center management. MINIMUM REQUIREMENTS EDUCATION: Experience in Mechanical or Electrical Technology or related field of study in a customer service, dispatch service, or service writing capacity. Must have a technical background in order to understand the needs of the customer based upon their request. Preferred: Completion of Technical or Trade School for Mechanical or Electrical Technology including but not limited to Automotive related training EXPERIENCE: Minimum: 5 years customer service experience, with preference in supporting industrial or commercial products utilizing electrical, mechanical, hydraulic or engine systems. Past direct people leadership experience a plus. KNOWLEDGE & PERSONAL ATTRIBUTES: Familiarity with mechanical, electrical, hydraulic and engine systems/components Experience in electrical/hydraulic/engine system diagnostic and data acquisition tools. Strong customer orientation and listening skills. Strong oral and written communication skills Team player; interacts well with all functions and levels, with a solution mentality. Ability to work independently and prioritize responsibilities. Ability to analyze problems and solve work related issues. Drives and accepts accountability for quality deliverables. High level of professionalism and solutions-based decisions. Proven aptitude for leading, coaching and building commitment of team members. COMPUTER SKILLS: Working knowledge of MS Suite (Outlook, Word, Excel) Working knowledge of EzParts Working knowledge of ERP system, such as LN and SAP Working knowledge of Salesforce™ and ServiceMax™ Let’s create a cleaner future together Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change? We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age. Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc. Job applicant FAQ Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants. EEO is the Law Nilfisk, Inc. is an Equal Opportunity and Affirmative Action employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Applicants can learn more about our status as an Equal Employment Opportunity/Affirmative Action employer by viewing the federal KNOW YOUR RIGHTS EEO poster. A leading global provider of professional cleaning products and services Nilfisk was founded in 1906 by the Danish engineer P.A. Fisker. Today the company is a world-leading global provider of professional cleaning equipment and services. More than 90% of sales are for professionals while the remaining part of the business aimed at consumers covers floorcare equipment, vacuum cleaners, and high-pressure washers. Nilfisk’s products and services are sold in more than 100 countries and produced at 9 manufacturing sites across the globe. The main facilities are in the US, Mexico, Hungary, Italy, and China. A total of approximately 4,700 employees secured revenue of 1,033.6 mEUR in 2023. The largest single market is the USA covering 30% of revenue in 2023, followed by Germany (14%), France (10%), Denmark (6%) and the UK (4%). Do you have questions regarding the recruitment process or alike? Please visit our FAQ for job applicants.