We are looking for a Team Lead, Frontline Services, for the Product Development Center of Expertise (NPD CoE). In this role, you will be responsible for growing and promoting the support team by positioning it as a strategic partner to development teams. Through your leadership, you will help ensure the quality of the support provided and enhance the internal customer experience.
The team is responsible for the following frontline services:
- Processing product development support requests
- Providing direct support for engineering processes and tools
- Consultant management services
- Management of external design service engagements
YOU'LL HAVE THE OPPORTUNITY TO:- Coordinate and oversee the team's daily activities to ensure deadlines, service level agreements (SLAs), and quality standards are met.
- Coach, engage, and develop team members by fostering knowledge sharing and continuous skills development.
- Analyze issues raised by customers and partners, propose appropriate solutions, and escalate critical or complex situations when required.
- Optimize and improve request management processes to increase operational efficiency and enhance the experience of internal customers.
- Measure and monitor team performance using key performance indicators (KPIs) and implement corrective actions when necessary.
YOU'LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:- Technical or university degree in engineering; an equivalent combination of education and relevant experience will also be considered.
- Experience in team management or coordination, ideally in an environment supporting technical teams.
- A strong customer-service mindset, with the ability to build lasting, trust-based relationships with customers and partners.
- Strong leadership skills, capable of fostering engagement, collaboration, and accountability within the team.
- Curiosity and versatility, enabling you to understand, learn, and adapt to the diversity of services offered.
Do you have additional skills? Tell us what makes you unique and why you would be a great addition to the team.
Do you see yourself in this role? We look forward to receiving your application!
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.Let's start with a strong foundation - You want it, we have it:
- Annual bonus based on the company's financial results
- Generous paid time away
- Pension plan
- Collective saving opportunities
- Industry leading healthcare fully paid by BRP
What about some feel good perks:
- Flexible work schedule
- A summer schedule that varies by department and location
- Holiday season shutdown
- Educational resources
- Discount on BRP products
