Customer Care Team Leader - Americas

Are you looking for your next step in the organization?

Join your Waygate team!

As the world leader in non-destructive testing (NDT), Waygate Technologies offers the broadest portfolio of industrial inspection solutions. Our solutions include radiography and computed tomography (CT), remote visual inspection, ultrasound and eddy current technologies. We ensure safety, quality and productivity for our customers across major industries around the world.

Partner with the best

The role of the Customer Care Team Leader - Americas is a leadership position with full ownership for the performance and service quality of the North America and LATAM customer care group. Responsibilities include the wing-to-wing ownership of processes, ensuring compliant and cost efficient execution of customer care work. The team leader manages their group, ensures appropriate staffing, and acts as a mentor to coordinators and customer care representatives. In this role, the Americas Customer Care Team Leader reports to the Global Customer Care Leader.

As a Customer Care Team Leader - Americas, you will be responsible for:

• Full leadership and management responsibility for the Waygate Technologies Customer Care Team at the various Baker Hughes Americas sites.
• People management for the team. Selecting team members and ensuring appropriate skills, training, language and personal qualities within the team.
• Owning team metrics and weekly review of key performance indicators and identification of required remedial action as well as following up on commitments to ensure their completion.
• Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction.
• Supervising operations and ensuring flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies.
• Strong customer quality focus. Monitoring and managing customer feedback through Customer Experience (CX) tracking, ensuring appropriate remedial actions are identified and executed by the team.
• Partnering with the Sales, Supply Chain, Service and Commercial Operations teams to produce effective quotations and clean orders by assuring coordinated deployment of cross-functional resources.
• Driving continuous improvement activities in all areas of responsibility to increase operating performance in the Waygate Technologies Customer Care team.
• Leading the team in proposing innovative solutions to ensure compliance with regulations, driving competitive advantage for the Baker Hughes businesses to make us the customer preferred selection for measurement products, services and solutions.
• Identifying critical operational issues, providing assistance and mentoring/coaching team members when they experience difficult situations.
• Attending customer care leadership meetings, providing briefing on team performance and key issues.
• Participating and leading major projects affecting all of Waygate Customer Care in order to ensure smooth introduction of changes and satisfactory resolution of problems.

Fuel your passion

To be successful in this role you will:

• Have a Bachelor's degree from an accredited university or college (Engineering or business degree preferred).
• Have a minimum of 5 years of experience in customer care/support related role.
• Possess expertise in ERP SAP systems.
• Demonstrate the ability to lead teams.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Education Assistance
• Generous Parental Leave
• Mental Health Resources
• Dependent Care
• Additional elected or voluntary benefits

Candidates for this role (office-based/ hybrid/ remote) must be located in or near the locations displayed above. The pay range/scale displayed above represents Baker Hughes' good faith estimate of the minimum and maximum for this position at the time of this posting and applies to the possible locations for this position. Baker Hughes will issue a non-bias competitive offer; the salary range posted for this position reflects the projected hiring range for new hires, full-time salaries in some U.S. locations, not including equity or benefits. Where an applicant will ultimately fall within the pay range/scale depends on a variety of factors, including, for example, geographic work location, skillset, qualifications, internal pay alignment, level of experience, and demonstrated performance over time. Please keep in mind that the range stated above is the full base salary range for the role and does not include other forms of compensation. Your recruiter can share more about the pay range for this position during the hiring process.

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.

This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.