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

Skills & Competencies

Language skills:

• English: Versant score must be 58 and above

Technical/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.
  
  

Soft 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.

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.