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Field Operations Team Leader - Customer Services

PrintecTiranë, Tirana County, Albania
On-site Full-time

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Experience Level

Manager

Qualifications

Degree in Technology or a related field. A minimum of 5 years of professional experience. At least 3 years of managerial experience in technical services, preferably within the Information Technology, Banking, or Telecommunications sectors.3+ years of experience in delivering IT integrated solutions and transaction automation is a strong advantage. Fluent in both the local language and English. Valid B-category driver's license. Strong analytical skills with the ability to translate complex business requirements into actionable, valuable solutions. Up-to-date awareness of the latest technology trends and applications in the industry. Excellent communication and presentation abilities.

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

About Printec

Printec is a leading provider of technology solutions, dedicated to delivering high-quality services and innovative solutions that meet the evolving needs of our clients across various sectors.

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