Team Lead, Frontline Services NPD-CoE

BRP•Valcourt (ville), QC

1d•Hybrid

About The Position

We are looking for a Team Lead, Frontline Services, for the Product Development Center of Expertise (NPD CoE). In this role, you will be responsible for growing and promoting the support team by positioning it as a strategic partner to development teams. Through your leadership, you will help ensure the quality of the support provided and enhance the internal customer experience. The team is responsible for the following frontline services: Processing product development support requests, Providing direct support for engineering processes and tools, Consultant management services, Management of external design service engagements.

Requirements

Technical or university degree in engineering; an equivalent combination of education and relevant experience will also be considered.
Experience in team management or coordination, ideally in an environment supporting technical teams.
A strong customer-service mindset, with the ability to build lasting, trust-based relationships with customers and partners.
Strong leadership skills, capable of fostering engagement, collaboration, and accountability within the team.
Curiosity and versatility, enabling you to understand, learn, and adapt to the diversity of services offered.

Responsibilities

Coordinate and oversee the team’s daily activities to ensure deadlines, service level agreements (SLAs), and quality standards are met.
Coach, engage, and develop team members by fostering knowledge sharing and continuous skills development.
Analyze issues raised by customers and partners, propose appropriate solutions, and escalate critical or complex situations when required.
Optimize and improve request management processes to increase operational efficiency and enhance the experience of internal customers.
Measure and monitor team performance using key performance indicators (KPIs) and implement corrective actions when necessary.