System Support Team Lead (2023-2054) Gothenburg, Sweden
Job description
Toyota Material Handling Europe is one of the world's largest suppliers of material handling solutions, both within forklifts and related products and services. The subsidiary Logistics Solutions (TMHLS), a central part of the development and innovation part of Toyota Material Handling, is located at Frihamnen in Gothenburg. Logistics Solutions develops solutions for warehouse Automation and has 150 employees.
Toyota Material Handling Europe has more than 12.000 employees in 21 sales companies and development and manufacturing units in Sweden, Italy, and France. We are a forward-thinking company where we develop the future of Logistics and Material Handling by creating self-driving vehicles used in warehouses.
As a System Support Team Lead, you are responsible for leading & coaching the system support team. You are responsible for the priority of the daily activities and that we adhere to our processes. You will also have responsibilities similar to the support engineers to deliver remote support for our installed and implemented AGV solutions. Therefore, you need to actively analyze, verify, and solve software and system issues in customer environments. Strong communication skills are required because we interact daily with our international organizations and end customers. You will be working with our established support and service processes but can also actively improve and refine them.
Core responsibilities
As a System Support Team Lead, you will ensure that the team follows the agreed processes, perform price/cost offerings for each customer, plan the 24/7 roster and the Escalation Manager roster and drive the competence build-up for new products and solutions.
You will also perform updates, patches, and changes to customer systems, and therefore you need to have a high-quality standard for any given task. In addition, coordination and communication are significant parts of the support delivery while interacting with internal and external departments.
- I chair the Q-meeting
- I am the Automation Sales & Delivery Process (ASDP) contact for Professional Services
- I am the operational owner of the SDR Process
- I am responsible that we have weekly planning meetings
- Deliver technical (remote) support for our installed AGV systems
- Follow up, monitor, and actively handle incoming support tickets
- Actively handle and drive change requests
- Maintain and develop documentation for support activities
- Actively feedback on quality issues to Product owners and R&D (support level 4)
- Adhere to and help improve processes and KPIs and KPIs