After Sales Team Leader GENOVA

After Sales Team Leader
Genova
Liguria, GENOVA

Italian Branch of a Swiss Group Specializing in the Production and Commercialization of Hardware and Software Systems for Parking Management and Mobility Solutions

**JOB DESCRIPTION - After-sales Team Leader

**Position Description

The After-sales Team Leader reports directly to the Branch Manager and is responsible for leading the operations and administration of the team with the goal of delivering ordered solutions, from initial planning after tender awarding to commissioning, ensuring customer satisfaction.

This role requires constant coordination with customers and internal teams for standard projects and with the headquarters in Geneva for solutions requiring specific developments.

The After-sales Team Leader also oversees managing the installed base by providing after-sales services to final customers.

Finally, the role supports the Technical Lead and Branch Manager in developing tender responses and contributing to the company's strategic vision.

**ResponsibilitiesProject Management

- Manage hardware and software project delivery from the tender phase to implementation, ensuring compliance with contractual and technical requirements.

- Define project objectives, scope, and deliverables in collaboration with the Branch Manager, headquarters, and clients.

- Coordinate with IEM SA headquarters for the development, customization, and integration of solutions during project execution.

- Develop and maintain detailed project plans, including resource allocation and risk management strategies.

- Configure hardware and software to meet customer specifications.

- Conduct various tests to validate and guarantee system operation.

- Provide training to customer users on installed services and their upgrades.

- Monitor project progress to ensure timelines and budgets are met, addressing any deviations promptly.

**Team Leadership

- Organize daily team activities, effectively managing planning and unforeseen events (incidents, interventions).

- Lead the team, structure activities (meetings, reporting, information sharing), and ensure effective communication within the team.

- Supervise training, configuration, interventions, and equipment commissioning performed by technicians.

- Manage dashboards to analyze the monthly activity of the team.

- Provide ongoing training and updates to ensure the technical support and after-sales team stays current with company and product developments.

- Ensure compliance with internal procedures, safety, and environmental rules during technical interventions.

- Define team objectives and ensure they are met.

- Conduct annual performance reviews and participate in recruitment interviews for departmental staff.

**After-sales Support

- Provide technical assistance and support to customers and technicians, addressing their requests promptly and offering appropriate solutions.

- Diagnose equipment faults remotely and identify components requiring replacement or repair.

- Trigger interventions based on diagnoses.

- Configure or modify customer setups and tariffs.

- Propose software and hardware upgrades and maintenance contract services to maintain the health of the installed base.

- Escalate and synchronize incident management with headquarters if required.

- Handle disputes with final customers and escalate to the Branch Manager when necessary.

**Technical Oversight and Support

- Ensure all projects meet technical and quality standards defined by the company and required by clients.

- Oversee the preparation and delivery of technical documentation for projects.

- Support the Branch Manager in strategic decision-making by providing detailed reports and insights.

- Contribute to developing and maintaining best practices and standards for project and technical management.

**Client and Stakeholder Relations

- Act as the primary point of contact for project-related communications with clients and stakeholders.

- Ensure that client expectations are clearly defined and met throughout the project lifecycle.

- Build and maintain strong relationships with clients, ensuring satisfaction and fostering trust.

**Support to the Branch Manager

- Assist the Branch Manager in defining strategic objectives and priorities for the branch.

- Provide technical and operational input for preparing tenders and bids.

- Contribute to the continuous improvement of operational processes and resource allocation.

**Skills and Knowledge

- Proven experience in project management, preferably in IT and hardware/software solutions.

- Strong experience in team management in the technical and/or after-sales domain.

- Strong technical background with expertise in hardware and software integration projects.

- Excellent organizational and multitasking skills to manage multiple projects simultaneously.

- Advanced communication and leadership skills to effectively guide teams and engage with stakeholders.

- Familiarity with risk management and problem-solving in technical and operational contexts.