If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team that’s shaping the future this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at genpact.com and on LinkedIn X YouTube and Facebook.ResponsibilitiesLeading the Support Team in charge of delivering front and back office support for Customers Level 1 & 2 Field Service engineers Support our external and internal Partners) Managing relationships with our key Service suppliers monitors their performances & costs and drives continuous improvement initiatives.Preparing the Team Members to have the technical knowledge and tools to give the best Support to our internal and external customersBe responsible to reach and track our internal metricsInspire the team to reach all relevant metrics Engage the people to join the experts groups to share the knowledge with all relevant persons Managing the team based on defined metrics and targets.The Team Leader needs always maintain the team at the most optimal level in terms of FTE utilization constantly looking into Continuous Improvement initiatives and proposing and implementing improvement plans accordinglyMonitoring of customer satisfactionEstablish cooperation with the Groups of Experts Field Service Key Account ManagementBe responsible for the usage of technical tools and give value feedback to develop the tools to increase the solution rateCollaborate on internal and external projects with stakeholders such as Sales Quality etc.New introduction of technical tools. Creation of deployment scenarios and training concepts.Determining and expanding the training level of employees. Develop and plan needs assessment together with project management.Leading motivating and supporting the team in all matters.Create duty rosters. Constantly monitor the requirements of our internal and external customersEnsure that internal and external metrics are metQualifications we seek in you!Technical Education or similar relevant qualifications. Innovative understanding of relevant topicsFirst steps with Shift planning Training instruction and People ManagementInterested in Lean and Agile methodologiesHigh understanding of technical support processesUnderstanding of the expectations of our external and internal partnersVery good teamwork and communication skillsDiversified attitude towards all employees and promotion of an open communication cultureMaster assertiveness and ability to place the issues openly in the team and implement them togetherInternational networking with all service desk colleaguesFull business proficiency in English and German.Creative and proactive mindset paired with team spiritSolid IT and technical understandingAbility to analyze and understand complex software application – workflow – hardware and integration requestsStress resistant and resilientAny additional languages would be considered as an advantageWhy join Genpact?· Be a transformation leader – Work at the cutting edge of AI automation and digital innovation· Make an impact – Drive change for global enterprises and solve business challenges that matter· Accelerate your career – Get hands-on experience mentorship and continuous learning opportunities· Work with the best – Join 140 000+ bold thinkers and problem-solvers who push boundaries every day· Thrive in a values-driven culture – Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit ' paying to apply or purchasing equipment or training. Show more Show less