Team lead customer service Jobs in Kamp-Lintfort

Signode, a global leader in packaging solutions, is seeking a dynamic Director of Reliability Services – Europe to lead its combined European service organization, encompassing strapping, wrapping, case sealing, and tool service technician teams.

In this role, you will unify and optimize these teams to deliver cohesive, best-in-class service across the region. Leading a team of Regional Service Managers, you will oversee maintenance, installation, and retrofit services while driving the development and rollout of proactive maintenance solutions to enhance uptime and productivity.

Key Responsibilities :

Reporting to the VP – Reliability Services, this person will also work with other regional service leaders to align programs, offerings, and practices across regions, especially for our multinational customer base.

Lead and optimize the European service organization, ensuring comprehensive geographic coverage and exceptional customer service.

Manage and mentor Regional Service Managers responsible for field service technician development and performance.

Establish a multi-tiered technician team with “Level 1” and “Level 2” roles, enabling efficient and expert service delivery.

Build a Service Operations team to manage scheduling, remote troubleshooting, and customer support, leveraging digital tools to enhance productivity.

Oversee training programs to ensure technicians are cross-trained on the full range of Signode products, including strappers, wrappers, hooders, and case sealers.

Drive performance excellence through metrics such as safety, customer satisfaction, first-time fix rates, response time, and revenue realization.

Collaborate with marketing to create and roll out equipment lifecycle programs, including scheduled maintenance, audits, health checks, and upgrades.

Launch a campaign to tag installed equipment and capture critical maintenance data.

What We’re Looking For :

Bachelor’s degree in engineering or a related field (Master’s degree preferred).

10+ years of experience managing world-class service organizations, including both transactional and long-term service offerings.

Proven success managing a P&L and leading multi-geography teams with 50+ employees.

Strong analytical and problem-solving skills with high business acumen.

Metrics-driven and detail-oriented, with a passion for driving performance.

Experience implementing digital technologies for service organizations, such as remote monitoring, predictive diagnostics, and RFID tagging.

Excellent communication, presentation, and team-building skills.

Demonstrated success in hiring, training, and developing high-performance teams.

Prior experience leading business transformation is highly desirable.

Confident yet approachable, with a strong sense of urgency and a bias for action.

Willingness to travel within Europe and internationally as needed.