Field Service Customer Service Team Leader, Northern Region

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BDR Thermea Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

⚡ Energy

🔧 Hardware

🏢 Enterprise

Energy • Hardware • Enterprise

BDR Thermea Group is a global provider of smart heating and cooling solutions for residential and commercial buildings, focusing on creating sustainable and energy-efficient comfort solutions. The company is a leader in the energy transition, developing and supplying innovative products such as heat pumps and hydrogen-fueled boilers that facilitate the global shift towards sustainable energy carriers. With a strong portfolio of trusted brands like Baxi, De Dietrich, and Remeha, BDR Thermea Group serves customers in over 100 countries, backed by a dedicated workforce of 6,100 employees. Headquartered in Apeldoorn, Netherlands, the company plays a crucial role in reducing carbon emissions from buildings, supporting the urgent need for climate change solutions.

📋 Description

• Professional and disciplinary leadership of a cross-brand team of field service technicians (approx. 60%) • Active participation as a field service technician within the service area (approx. 40%) • Planning and optimization of service deployments as well as implementation of improvement measures, including regular ride-alongs • Supporting the team with technical questions, complex fault cases and escalations • Training, development and promotion of team members • Monitoring, analyzing and managing relevant performance indicators (KPIs) • Close collaboration with customer service engineering, dispatch and other interfaces • Performing inspections, maintenance, repairs and commissioning of heating and thermal systems • Independent fault diagnosis and resolution of technical issues at customer sites • Ensuring compliance with quality, safety and service standards

🎯 Requirements

• Completed vocational training as an energy electronics technician for plant engineering, systems mechanic (HVAC) or a comparable technical qualification • Master craftsman qualification or an additional qualification as a service technician is desirable • Several years of professional experience in technical customer service, ideally in the field of heating and thermal systems • Initial leadership experience or willingness to take responsibility for a team • Excellent knowledge of heating, electrical and instrumentation/control (MSR) technology; experience in refrigeration technology is an advantage • Confident use of common IT applications, especially CRM systems (ideally Audius) and MS Outlook • Strong customer- and service-orientation as well as a professional and reliable demeanor • Strong communication skills, team spirit and the ability to motivate and develop employees • Enjoyment in combining leadership responsibility with an active role in technical customer service • Analytical thinking, problem-solving skills and a structured way of working • Assertiveness, a sense of responsibility and self-initiative • Driving license class B and willingness to travel within the area of operation

🏖️ Benefits

• Company bound by collective agreement with above-average compensation, special payments and a company pension plan • Flexible working hours for your work–life balance: choose annually between a 35- and 39-hour workweek and set your morning start time individually within our flexible working hours • Hansefit corporate fitness • Bike leasing