Operations Team Leader_Bulgaria

Your role

The Operations Team Leader is responsible for leading and developing a high-performing team of Field Service Engineers to deliver exceptional customer experience, operational excellence, and sustainable business results. The role focuses on people leadership, competence development, safety, customer satisfaction, and operational performance while ensuring Field Service Engineers have the resources, support, and guidance needed to succeed.

As a key customer-facing leader, the Operations Team Leader regularly engages with customers to strengthen relationships, understand their needs, gather feedback, manage escalations, and continuously improve the customer experience. Through strong customer engagement and close collaboration with internal stakeholders, the Operations Team Leader helps ensure Atlas Copco remains First in Mind – First in Choice.

Responsibilities

• Lead, motivate, and develop a diverse and high-performing team of Field Service Engineers, fostering a culture of engagement, accountability, and continuous improvement.

• Act as the primary people manager for the service team, including recruitment, onboarding, performance management, succession planning, and employee development.

• Conduct regular one-to-one meetings, performance reviews, coaching sessions, and career development discussions with team members.

• Drive competence development by coordinating technical and soft skills training and ensuring achievement of required certification levels.

• Monitor and improve operational KPIs including utilization, productivity, work-in-progress, time-on-site, service quality, inventory management, and overall service efficiency.

• Ensure consistent execution of the "First in Mind – First in Choice" strategy through excellent service delivery and customer focus.

• Build strong customer relationships through regular customer visits, proactive engagement, and effective management of service escalations.i

• Gather customer feedback and drive actions to improve customer satisfaction, Net Promoter Score (NPS), and service performance.

• Act as the primary operational contact for key customers, ensuring service commitments and expectations are consistently met.

• Collaborate closely with Customer Service, Technical Support, Sales, and other stakeholders to ensure seamless service execution and superior customer experience.

• Lead safety initiatives and ensure full compliance with Atlas Copco Health, Safety, and Environmental standards, including risk observations and near-miss follow-up.

• Manage urgent operational issues and customer escalations, ensuring timely resolution through effective coordination and resource allocation.

• Review warranty performance, service quality, job profitability, and operational effectiveness to drive continuous improvement and sustainable business performance.

• Facilitate regular toolbox meetings and team communication forums to share best practices, lessons learned, and business updates.

• Promote teamwork, knowledge sharing, and continuous improvement across the service organization.

To succeed, you will need

We encourafe you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field.
• Minimum 3 years of experience in field service, service operations, or technical operations management.
• Previous experience in people leadership and team development is a plus.
• Strong coaching, mentoring, and employee development skills.
• Demonstrated ability to manage operational KPIs and drive performance improvements.
• Strong customer-facing and relationship management skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving and decision-making skills.
• Good command of English and fluent in the local language.
• Proficiency in Microsoft Office and digital business tools.
• Valid driving license.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Competitive compensation and benefits
• Health and well-being

Job location

Sofia, Bulgaria