Summary: This role involves leading a team of Product Support Engineers, managing client interactions, providing technical information on oil and gas products, and ensuring operational excellence and team development. Highlights: 1. Lead a team of Product Support Engineers and specialists 2. Drive continuous improvement through FMEA's and RCA 3. Foster team development and a motivating work environment Lisboa, Lisboa Job Summary Job Summary At a high level, activities will encompass management of the activities with regards to the client interaction and providing clients with technical information on oil and gas products and their application/usage. The focus of the activity will be overall management of the activities, monitoring and reporting, work with the team members, diagnosis of areas which need improvement, coordination of corrective actions with all parties and implementation of the corrective actions, managing escalations. **Type of process :** Voice/Email/Chat/Data Entry on Client Systems Key Responsibilities **Principal Roles and Responsibilities:** (Essential Function) Primary job as a Team Leader and where necessary an Individual Contributor with various teams across the organization. Leads a team of Product Support Engineers, SME's and project specific specialists. Approves transactions and managing escalations Sets clear team goals and KPI's; **Task distribution and prioritization:** assigns tasks, sets priorities, and ensures efficient resource utilization in line with business requirements and agreed service levels (SLA). Is responsible for the operational management of the team, including resource planning, allocation of responsibilities, and monitoring performance against established objectives. Participates in recruitment and onboarding processes for new hires; Responsible for people management and team development, including identifying training needs, supporting career development, and fostering employee engagement; Conducts regular performance evaluations of team members, sets objectives, provides timely and constructive feedback, and participates in performance management processes. Drive FMEA's and RCA (Root Cause Analysis); Report out daily performance and update all performance logs; Creates a healthy and motivating work environment and atmosphere; Manages processes related to employee leave and prepares the necessary inputs for payroll administration; Works closely with the Human Resources team and management on people‑related matters (hiring, changes, promotions, performance improvement, disciplinary actions, and terminations); Assists teams in managing volumes by processing transactions as needed; Attends customer requests, customer calls, emails, chat and coordinated with other departments as necessary; Adheres to TAT and accuracy and manage queues and inquiries as per agreed metrics; Participates in process improvement initiatives and automation opportunities; Maintain a strong working relationship with the co\-located Engineers and Field Engineers/Sales; Performs any ad hoc activities as required. **Other duties and responsibilities:** To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts. To follow processes and procedures according to the work standards. To observe and comply with the Rules for Safe and Healthy Working Conditions. Working Relationships **Subordinated:** Team Members Skill Requirements Skills \& Competencies **Language skills:** **English:** Versant score must be 58 and above **T echnical/Application Skills :** Very Good MS Office skills; Handson experience in Amazon Connect, Salesforce CRM **Preferable:** Worked in Oil \& Gas industry within Customer Service Domain Able to handle escalations and resolve the issues; Able to coordinate with respective stakeholders in order to resolve the issues on time; Participate in testing and implementation of new upgrades / functionality / equipment, administrative and reporting tasks; Contribute to tools development. **S oft Skills:** Very good listening and comprehension abilities; Strong written and verbal communication skills; Analytical \& problem solving skills; Self\-motivated and willing to learn new skills; Ability to work under pressure and to meet deadlines Accuracy, attention to detail and accuracy in day‑to‑day tasks. Ability to work in a team Resilience and adaptability to unforeseen work demands Ability to work according to established process and procedures. Ability to work collaboratively with internal and external stakeholders. Excellent analytical and problem‑solving skills Ability to work under pressure and meet deadlines with guidance and support. Resilience and adaptability to changing work demands. Other Requirements Job Requirements Education and experience Degree in Engineering in Mechanical, Chemical, Petrochemical, Industrial Engineering or similar is a must. **Experience :** **Relevant experience:** 2\+ years of team handling experience, overall minimum 6 years **Required functional experience:** Engineering in Mechanical, Chemical, Petrochemical. Prior experience in management role in a similar business organization Adaptable to a changing environment. **\#body.unify div.unify\-button\-container .unify\-apply\-now:** focus, \#body.unify div.unify\-button\-container .unify\-apply\-\#body.unify div.unify\-button\-container .unify\-apply\-now: focus, \#body.unify div.unify\-button\-container .unify\-apply\-
João Santos
Indeed · HR
João Santos
Indeed · HR
