Wygwam, a division of Niko, specializes in smart technology solutions that make buildings work better for everyone who lives and works in them. With our innovative products and services, we contribute to energy savings, increased comfort, improved safety, and smart integration in both residential and commercial environments.
The RoleAs Team Lead Software & Field Support, you are responsible for the daily operational management and coaching of our expert teams. You ensure efficient work organization, optimal service quality, and a strong focus on continuous improvement. You combine people management with process development, innovation, and technical expertise.
You play a key role in the further expansion of the service organization by developing a scalable service backbone, setting up new services, and structurally improving processes, products, and customer experience.
Through your leadership skills and hands‐on mentality, you contribute directly to customer satisfaction and the growth of Wygwam.
What will you do?Daily Management & CoachingYou are in charge of the daily organization and planning of the team, including prioritization, case tracking, and the assignment of interventions. You guide and coach employees, encourage knowledge sharing and collaboration, and support their professional development. Additionally, you define clear objectives, monitor performance, analyze results, and report on trends and opportunities for improvement. You actively build an expert, motivated, and high‐performing team.
Development of Service Backbone & New ServicesYou develop and optimize the service backbone, including processes, workflows, tools, documentation, and support models. You design new services, solutions, and proactive support concepts tailored to customer needs. You think strategically about new support models, digitization, and automation, with the goal of building a scalable, efficient, and future‐proof service organization.
You drive root cause analyses and initiate structural improvement actions. You coordinate escalations of complex cases and work closely with the team to realize sustainable solutions. In collaboration with Product Management, R&D, and Customer Service Coordinators, you translate customer feedback and operational insights into concrete product, process, and service improvements.
Collaboration & Quality AssuranceYou promote collaboration between local and international Customer Service teams and align regularly with Customer Service Coordinators for optimal planning and case management. You monitor service quality and ensure compliance with agreed service levels.
Profile
You hold a Bachelor's or Master's degree in a technical field (Electronics, ICT, or equivalent).
You have at least 5 years of relevant experience in technical support or field engineering, with at least 2 years in a coaching or leadership role.
You are a strong people manager with excellent communication skills; you know how to motivate, connect, and develop people.
You have a hands‐on mentality with an analytical mind and strong problem‐solving abilities.
Experience with software configurations, network communication, or energy management is a plus.
Interest or experience in developing service concepts and customer‐oriented solutions is an advantage.
You work in a structured manner, can set priorities, and maintain an overview, even under pressure.
You are fluent in Dutch, French, and English (trilingual).
You have good knowledge of MS Office and CRM/ERP/Support systems.
You are reliable and a true team player.
You are eager to learn and driven to achieve continuous improvement.
We Offer
An exciting, challenging, and varied position within a professional framework.
An attractive salary, supplemented with a comprehensive benefits package.
Opportunities for self‐development, training, and career advancement.
Responsibility and room for initiative.
A dynamic team of great, open‐minded colleagues you can rely on.
A company in transformation where you will never be bored.
Wygwam, a division of Niko, strives for diversity in the workplace and encourages candidates from all backgrounds to apply.
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