Digital Embedded Support Team Lead

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Key Responsibilities May Include:

• Manage support operations to maintain workload alignment with targets, ensuring high levels of service quality and responsiveness to customer needs.
• Collaborate with engineering teams to build the support team’s expertise across all required knowledge areas, enabling efficient issue resolution.
• Work closely with QA teams to keep the support team informed of upcoming features, bug fixes, and product updates.
• Partner with DevOps teams to prioritize and resolve system-related issues, minimizing downtime and enhancing system performance.
• Identify skill gaps and training needs within the support team, developing tailored capability-building programs to uplift team expertise.
• Lead the design, development, and enhancement of support tools and processes to improve operational efficiency and effectiveness.
• Provide hands-on support for complex or escalated customer incidents, conducting detailed root cause analysis to prevent recurrence.
• Monitor and report on support team performance, leveraging insights to drive continuous improvement and align with organizational objectives.

Digital Embedded Support Team Lead – Bengaluru (Hybrid)

 

Position Purpose

Digital Embedded Support Team Lead is responsible for managing the daily operations of the “Embedded System” support function. Has a small team consisting of 5 people to manage.

As a support team member, effectively provide timely and dependable resolution to all the product related issues (functional and technical) experienced by the customers

 

Measures :

 

•             Team management

•             Work delegation

•             Successful management of daily operations of the support

•             Mentorship of the team and self-learning

•             Successfully driving customer escalation

•             Driving initiatives to improve overall KPIs of the support team like Customer Satisfaction, SLA adherence, creation of Knowledge Base Articles etc

 

Major/Key Accountabilities

 

·       Work with the team to ensure support Q load of the hardware related issues, is maintained in a timely manner

·       Work closely with engineering so that the support team gets all the required knowledge transfer and participates in the device/firmware testing.

·       Work closely with QA teams to ensure support team is aware about coming features, bug fixes etc.

·       Work closely with the DevOps team to ensure system related issues can be taken care at the highest priority. If needed inform customers proactively.

·       Training and Mentorship:

·       Identify the training needs for the team members and work with his/her direct supervisor to nominate the team members to undergo those trainings

·       Quarterly learning roadmap for the team

·       Work on building and enhancing the support tools to improve overall efficiency of support.

·       To work on the incidents reported by customers/end users and do the root cause analysis.

·       Based on the root cause analysis, share the root cause details and resolution of the issue with the end user.

 

Challenges/Problem Solving

·       Drive the resolution of complex issues

·       Effectively manage customer escalation and complaints

·       Innovate to improve the support KPIs

·       Automate manual support tasks

·       Workload balancing for the team members. Manage allocation of the tickets based on the workload and the knowledge.

·       Mentor and identify his/her backup in the team

 

Experience

·       Candidate should have over all experience of 5 to 10 years of experience

·       0-2 years of experience as a people manager for managing 2-5 members team

·       3-5 years of experience in working in embedded system support role with troubleshooting skills

·       2-3 years of experience in working with Python

 

Skills and Knowledge

·       Team player with interpersonal skills

·       Excellent written and verbal communication

·       Strong debugging and troubleshooting knowledge on Python

·       Strong knowledge on working of Embedded Systems / IoT devices

·       Experience on working with AWS services – AWS IoT, Dynamodb, Lambda, S3, etc

·       Experience on working with JavaScript, REST APIs, and tools like curl and Postman

·       Well versed with all the support processes

·       Strong analytical and problem-solving skills.

·       Familiar with ITIL processes. Certification on ITIL is an added advantage

·       Experience in working with SaaS products

 

 

Qualifications

Bachelor’s / Master’s degree in any engineering stream

Remote Type

Hybrid Remote

Skills to succeed in the role

Coaching, Collaboration, Computer Coding, Customer Engagement, Data Analysis, Debugging, Disruptive Thinking, Feedback, Inclusive Leadership, Leading Change, Leading Customer Centric Teams, Mentorship, Motivating Teams, Prioritization, Root Cause Analysis (RCA), Self-Awareness, Storytelling, Troubleshooting

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.