Team Lead - Global Automation Remote Support Hub

Job Summary

We are looking for a Team Lead in the Global Automation Remote Support Hub in Chakan India, who will be responsible to deliver 24/7 automation remote support services to our customers globally. The successful candidate for this position should be experienced with excellent A&E (automation & electrical) skills having executed leadership and supervisory roles. The candidate should be responsible for setting up and streamlining activities of the hub, contribute to customer satisfaction by delivering high quality and fast issue resolution through competent and motivated team members. Having a good understanding of production solutions in the liquid/powder/prepared food industry is preferable but not necessary.

What you will do

Supervise Remote Support Activities:

• Ensure activities adhere to high standards, procedures, safety regulations, and customer satisfaction.

• Efficiently manage assignments and maintain thorough documentation.

• Ensure timely and high-quality completion of technical reports.

Support Issue Resolution:

• Assist engineers in resolving issues promptly and permanently using the PSM methodology and IR escalation process.

• Regularly communicate issue status and next steps to stakeholders.

• Act as Issue Driver when necessary.

Apply Global Standards:

• Ensure consistent application of global standards, processes, and tools.

• Conduct regular audits and drive improvement plans.

Analyse Feedback:

• Review feedback from customers and account teams.

• Drive action plans to enhance customer satisfaction.

Manage Remote Support Team:

• Recruit, develop and manage the team in line with global HR processes.

• Identify potential candidates for promotions and career development.

• • Create and execute competence development and certification plans.

• Provide plans for capacity and competence development.

• Continuously improve working practices for efficiency and productivity.

Collaborate with other Teams:

• Work with account teams to ensure service delivery meets expectations of both the account team and customer stakeholders.

• Participate in meetings with a focus on key accounts.

• Capitalize on business opportunities.

• Collaborate closely with the Engineering Design Team, Sales Leaders, and Strategic Accounts Team

We believe you have

• Minimum 10 – 14 years of practical experience working as Automation Engineer/Lead Engineer or as a Lead Service Engineer in a front-line customer-facing role leading design or commissioning activities.

• Experience in managing and leading teams (2-5 years).

• Strong technical expertise in automation PLC/HMI/SCADA/PI.

• Good understanding of Tetra Pak PlantMaster® PC & PI is and added benefit

• Good understanding of Electrical & Control Panels to support remote troubleshooting

• Focus on enhancing productivity and driving continuous improvement initiatives.

• Fluency in English, both written and spoken 

• High level knowledge of problem-solving methodology 

• Good understanding of maintenance and reliability concepts.

• Ability to manage/handle escalations in 24/7 support setup.

• Ability to lead and drive change, collaborate effectively with teams. 

• Ability to communicate with customers and manage their expectations.

• A good understanding of cultures having worked with colleagues and customers across multiple countries will be an added advantage.