At Kalmar, we are moving goods in critical supply chains around the world. As the forerunner in sustainable material handling equipment and services, we set the industry benchmark for a zero-emission future. We are driven by teamwork, innovation, and taking ownership to deliver results. With our global reach and local expertise, our success starts with a strong focus on the customer, ensuring their needs guide our daily work. We are dedicated to respecting others and fostering an inclusive culture where all voices are heard, empowering us to succeed together. With us, your work has an impact. Your work moves the world!
Join us and take your career to the next level
As the
Team Lead,
Customer Service, you will lead a dedicated team of Service Executives to coordinate, support, and monitor service activities. Your mission is to ensure timely, high-quality delivery to Kalmar's customers by bridging the gap between technical field operations and administrative excellence. You will manage the end-to-end service lifecyclefrom initial request to final resolutionwhile upholding our core commitment to safety and customer satisfaction.
What Are Your Key Responsibilities
- Team Leadership & People Development Lead and mentor a team of Service Executives, overseeing end-to-end service workflows and providing administrative support, including staff claims and resource management.
- Service Scheduling & Resource Coordination Act as the central hub for scheduling maintenance and repair jobs, collaborating closely with field technicians, customers, and internal departments to ensure optimal technician utilization.
- Customer Relationship Management Serve as the primary point of contact for service requests and inquiries. Manage professional relationships with internal and external stakeholders to foster profitable partnerships through best-in-class communication.
- Work Order & Systems Management Execute the full lifecycle of work orders within SAP/Salesforce. Utilize data analytics tools like Qlik Sense to manage job status, parts coordination, and inventory requirements.
- Operational Excellence & Process Optimization Develop and standardize service processes for both field and workshop environments. Identify bottlenecks to improve lead times, quality, and cross-functional efficiency.
- Financial Stewardship & Documentation Oversee the accuracy of service documentation, including job costing, parts usage, and time tracking. Ensure timely billing, invoicing support, and warranty claim handling.
- Performance Monitoring (KPIs) Monitor and report on critical metrics such as response times, completion rates, and customer satisfaction. Drive continuous improvement through data-backed best practice sharing.
- Safety Leadership & Compliance Promote a Zero Incident safety culture by enforcing Kalmar's HSE standards. Ensure the team completes all required safety training and adheres to proactive safety procedures on every job.
What We Offer You
Rewards that truly count: We create opportunities for growth through diverse experiences and uphold fair, gender-neutral pay, fostering a culture built on equity, empowerment, and continuous development. We also offer a comprehensive rewards package which combines flexibility, wellness, and recognition.
What You Bring To The Role
- Educational Background: A Degree or Diploma in Engineering, Business Administration, Logistics.
- Industry Experience: 13 years of experience in customer service, operations, or technical coordination, preferably within industrial services, heavy equipment, or logistics.
- Bilingual Proficiency: Professional fluency in both English and Mandarin to effectively communicate with a diverse stakeholder and customer base.
- Technical Aptitude: A basic understanding of mechanical or electrical equipment is highly advantageous, alongside a safety-first mindset.
- Software & Data Literacy: Proficiency in MS Office (especially Excel) and experience with ERP/Service Management systems (e.g., SAP or Salesforce). Experience with Qlik Sense is a distinct plus.
- Proven Leadership: Demonstrated leadership qualities with a preference for candidates who have prior experience leading or supervising small teams.
- Operational Excellence: Strong organizational skills with the ability to manage multiple complex tasks simultaneously while maintaining a high attention to detail.
- Adaptive Mindset: An open-minded, self-motivated professional who thrives in international, cross-cultural team environments and is committed to high performance standards.
Ready to elevate your career Apply today!
Ready to elevate your career Apply today!
#SSEA
About Kalmar
Kalmar (Nasdaq Helsinki: KALMAR) is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services. The company offers a wide range of industry shaping heavy material handling equipment and services to ports and terminals, distribution centres, manufacturing and heavy logistics. Headquartered in Helsinki, Finland, Kalmar operates globally in over 120 countries and employs approximately 5,200 people. In 2024, the company's sales totalled approximately EUR 1.7 billion.
www.kalmarglobal.com 
