Service Support Technician Team Lead

Overview

A Day in Your Life at MKS: As a Service Support Technician Team Lead at MKS, you will mentor and motivate a team of service support representatives to deliver outstanding customer service. In this role, you will report to the Service Manager.

Responsibilities

• Conduct regular team meetings to review performance, discuss issues, and plan for improvement.
• Monitor team performance through KPIs and other metrics.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Maintain a high level of product and service knowledge to assist team members and customers effectively.
• Identify areas for process improvements and implement changes to enhance service efficiency and quality.
• Collaborate with other departments to streamline processes and resolve service issues.
• Prepare and present regular reports on team performance, customer feedback, and service trends.
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