Service Team Lead

**Company Description**
Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

**Key Responsibilities**
- Advocate for Safety at work.
- Responsible for the service delivery in meeting the customers’ Service Level Agreement. Ensure the team’s objectives are aligned to the overall Smiths’ strategy.
- Oversee the scheduling and preventative maintenance programs.
- Investigates, analyses and rectifies customer concerns, elevating problems to management attention when necessary.
- Responsible for clear, concise and timely communications to all internal/ external stakeholders including OEM, Supply Chain, Finance and Programs.
- Champion the team’s utilization on the organization’s productivity system such as SAP, ServiceMAX, Aquant, etc.
- Forecast resource requirement for scheduled and unscheduled servicing.
- Approve Service personnel timesheets ensuring maximum utilisation rates and reporting.
- Manage service budget to plan in the team
- Oversee the management of EHS responsibilities including risk assessments, near misses, PPE requirements, EHS training and EHS reporting for the team.
- Manage the Talent Development plan and training for all individuals in your business/functional area, including performance reviews and technical training.
- Consistently evaluate and monitor service levels and develop plans for continuous improvement.
- Oversee the management of spare parts stock levels at site to ensure minimum stock levels are maintained and to trigger for ordering of parts once stock levels fall below re-ordering point
- Provide advice to your Line Manager on repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected.

**Qualifications** Position Requirements**

**Qualifications/ Experience**:

- Technical Degree or 3 years of related experience managing and leading a service organization and responsibility for leading the growth of a business focused on customers within government or private industry. Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialised software programs.

**Knowledge/Skills**:

- Solid communications skills both verbal and written and a strong orientation for customer focus and teamwork.
- Exceptional business and manpower management skills.
- Significant knowledge and understanding of people and the ability to teach, train, motivate and develop staff.
- Language skills in English is required.
- Excellent people manager, open to direction and collaborative work style and commitment to get the job done
- Delegate responsibilities effectively

**Supervises**:

- Drive projects/initiatives as required; define disciplines needed, assemble teams, manage the work performance of others to ensure objectives are achieved.

**Physical/Mental Requirements**:

- Must be decisive, driven and conscientious and interact well in a team environment.
- Analytical and problem-solving skills, with an emphasis on process improvement, and the ability to lead and maintain the effectiveness of cross-functional teams, in addition to cross-cultural teams at various locations.
- Possess excellent organisational, communication, interpersonal skills with the ability to multi-task and manage a wide range of activities.
- Strong customer service skills including phone etiquette and conflict resolution, and the ability to handle stressful situations with resilience and tenacity.
- Self-motivated, reliable, and accountable individual.
- The ability to make good judgments by thinking quickly and broadly.
- Able to influence key stakeholders/decision makers.
- Able to effectively lead and performance manage people.

**Work Environment**:
**Additional Information**
Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health an