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Virtual Service Supervisor - Aarhus

Virtual Service Supervisor - Aarhus

2 Hours ago • All levels • Operations

About the job

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swift

talent-acquisition

Job Description

Tesla seeks a Virtual Service Supervisor in Aarhus, Denmark to lead and oversee a Service Support team. Responsibilities include achieving KPIs (customer satisfaction, appointment preparation, etc.), monitoring performance, identifying roadblocks, ensuring compliance, conducting daily meetings, identifying continuous improvements, acting as a main point of contact, planning/distributing work, motivating the team, addressing KPI issues, supervising health and safety, conducting performance reviews, identifying training needs, and liaising with internal teams. The ideal candidate is a proven leader with strong analytical, problem-solving, and communication skills, proficient in English and Danish, and digitally savvy.

Must have:

Lead and motivate team
Achieve KPIs (customer satisfaction)
Problem-solving skills
Excellent communication (English & Danish)
Proficient in MS Office
Valid driving license

What to Expect

At Tesla, our Virtual Service Supervisor are the front-line leader of our Virtual Service Team. The Supervisor act as brand ambassador, delivering an exceptional experience to customers, managing day-to-day operations as well as proactively developing team members to reach their full potential. We hire leaders who want to run a service business and be a part of our critical mission to accelerate the world’s transition to sustainable energy. Our Virtual Service Supervisors consistently deliver excellent results across both people leadership and business operations. To succeed at Tesla, you must be energetic, highly organized, and smart working as well as having a passion for true leadership and our brand.

What You’ll Do

Oversee and lead Service Support team to achieve KPIs including, but not limited to, Customer satisfaction, appointment preparation metrics, diversions, Fix Right First Time, profitability and cost savings
Monitor performance consistently and be responsible for quality within the Service Support team, reporting progress to management daily, together with any specific incidents
Identify any roadblocks disturbing preparation flow and ensure that each employee has the tools, equipment and training to perform their role
Ensure that work standards and available engineering procedures are up-to-date, accurate and that all work is compliant
Hold daily meetings with the team, outlining expectations and workload for the day ahead
Together with the leadership team, identify continuous improvements and efficiencies that can be made and ensure these are implemented across the Service Centers, discussing performance and challenges within the team when necessary
Act as the main point of contact within the Service Support Team, connecting with customers directly if required to limit escalation cases
Plan, prepare and distribute work to the Service Support Team based on skill level, capacity and resource
Motivate, lead and inspire the team in continuous improvements and efficiencies
Take swift action to address any KPIs that begin to trend in the wrong direction, working closely with other local managers to rectify these
Supervise the health and safety compliance across the department, setting the tone and always leading by example
Conduct regular one-to-ones and feedback sessions with the Team, providing constructive and clear coaching and following up on development plans and any personnel cases
Identify any training needs within the team and arrange relevant training courses as required
Liaise daily with internal teams within the Service Centre including Sales, Delivery, Parts, Workshop and local Senior Management as well as other stakeholders such as Recruitment, HR and Training departments on a regular basis.

What You’ll Bring

Proven ability to lead by example and be innovative with processes and efficiencies
Analytical ability to understand and impact key performance indicators
Problem solving initiative to fix problems when they arise, but also understand why and how they happened
Ability to motivate a team, to engage and facilitate others to achieve and succeed
A calm, considered approach with exceptional communication skills
Digitally savvy - ability to adopt and adapt quickly to new technology and systems
Good knowledge of MS Office
Able to communicate, read, and write effectively in the English and Danish language
Must have and continue to maintain a valid driving license and safe driving record

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