About the job
Printec seeks a Field Operations Team Leader - Customer Services for its Tiranë location. This position centers on guiding a customer service team, building strong client relationships, and driving improvements in service quality and operations.
What you will do
- Align departmental policies with Group Service quality standards and manage spare parts to improve service delivery.
- Oversee diagnostic work and internal repairs for both Printec and client equipment.
- Plan and coordinate project rollouts and preventive maintenance schedules for the Field Operations team.
- Lead, recruit, train, and evaluate a high-performing customer service team.
- Implement strategies to enhance department quality and operational efficiency.
- Work directly with customers, providing tailored corrective and preventive maintenance as well as IMAC services.
- Manage customer complaints and complex issues, collaborating with internal teams and third parties for resolution and maintaining detailed records.
- Organize and oversee daily service and project-related trips, coordinating with clients, Help Desk/Backoffice, and CIT companies.
- Support presales activities by contributing to RFPs and preparing customer service-related costs and maintenance contracts.
Requirements
- Degree in Technology or a related field.
- At least 5 years of professional experience.
- Minimum 3 years in a managerial role within technical services, ideally in IT, Banking, or Telecommunications.
- Experience (3+ years) with IT integrated solutions and transaction automation is a strong plus.
- Fluency in both the local language and English.
- Valid B-category driver's license.
- Strong analytical skills with the ability to translate complex business needs into practical solutions.
- Up-to-date knowledge of technology trends and industry applications.
- Excellent communication and presentation skills.
Benefits
- Competitive salary
- Flexible working hours
- Supportive and inclusive work environment
- Opportunities for professional growth and development in the IT sector
- Work alongside a dedicated and ambitious team
