Team Lead Service TheBattery

What will you do?

As a Technical Support Team Lead, you will be responsible for the Control Room, ensuring that our customers receive the best service. You will lead a team of Technical Support Specialists and Engineers while optimizing processes for remote diagnostics and monitoring. Additionally, you will collaborate closely with internal stakeholders to continuously improve service effectiveness and quality.

Your tasks and responsibilities include:

Management & Leadership

• Leading and coaching Technical Support Specialists and Engineers (Junior & Senior).

• Ensuring effective communication and collaboration within the team and with other departments.

• Guiding, motivating, and supporting employees.

• Conducting performance and evaluation meetings.

• Acting as the primary contact for escalations from customers or internal stakeholders.

Processes & Optimization

• Structuring the department based on Service The Battery's strategy.

• Continuously improving operational processes and identifying bottlenecks.

• Providing input on team size and budget to meet department objectives.

• Ensuring documentation and compliance with processes and instructions.

• Encouraging a culture of continuous improvement.

• Defining and managing KPIs and reporting them within the Service Leadership Team.

Shift Planning & Staffing

• Organizing 24/7/365 monitoring and support.

• Ensuring fair shift distribution and monitoring team well-being.

• Maintaining productivity and availability, even during vacations and sick leave.

Monitoring, Tools & Technology

• Ensuring all systems are actively monitored with the appropriate tools and technology.

• Overseeing a swift and effective response from Support Engineers to customer incidents.

• Being available during critical situations and escalating when necessary.

• Continuously improving monitoring tools and CRM processes.

• Ensuring data quality and accurate reporting of all activities.

Safety, Quality & Product Reliability

• Prioritizing safety within the team.

• Advising on safety requirements for on-site work.

• Collaborating with the QHSE team to keep safety protocols up to date.

• Ensuring optimal system performance and managing software/firmware updates.

What do we expect from you?

We are looking for a hands-on, results-oriented, and structured professional with leadership qualities, including:

• A completed HBO or WO degree in Technical Business Administration or Electrical Engineering.

• At least 3-5 years of experience in a leadership role within a technical environment.

• Proven experience in a technical and service-oriented organization.

• Experience with process optimization, KPI reporting, and operational improvements.

• Excellent command of both Dutch and English.

• Strong analytical skills and persuasive abilities.

What do we offer you?

At Alfen, you will have an independent and responsible role where your initiatives are valued. Additionally, we offer:

• A competitive salary according to the Metalektro CAO.

• 27 vacation days + 13 additional leave days per year.

• Pension contributions at PME Pension Fund, with Alfen covering more than half.

• Travel allowance of €0.23 per km (max. 50 km one way).

• A company phone and laptop.

• Access to our online learning environment and sports activities via Alfen Fitness Sportlab.

• Active employee associations such as AlFun and Young Alfen.

Where will you work?

At Alfen, you work at the heart of the energy transition. Our in-house developed products and expertise as a system integrator make us the go-to partner for reliable, sustainable, and innovative solutions. You will join a fast-growing team in a dynamic and international work environment.

Interested?

If this role appeals to you, apply via the "Apply Now" button.

Your application is an important step toward a future with Alfen. Want to know what to expect in the recruitment process? Click here.

Note: A reference check, screening, and Certificate of Good Conduct (VOG) may be part of the selection process. Applications are reviewed continuously, and the vacancy may close earlier if a suitable candidate is found. Unsolicited recruitment offers based on this vacancy are not appreciated.