Virtual Service Supervisor - Aarhus
Job Summary
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
2 skills required
Job Details
What to ExpectWhat You’ll Bring
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.
- 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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