IS Global Customer Care Leader

IS Global Customer Care Leader

Are you looking for your next step in a global organization?

Do you enjoy leading teams, driving customer excellence, and improving operational performance in a dynamic environment?

Partnering with the best

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.

Fueling your passion

As a Global Customer Care Team Leader,

• You will demonstrate strong leadership, customer focus, and operational excellence.
• You will lead global customer care operations within a specific business unit (SBU), ensuring high service quality, compliance, and efficiency.
• You will collaborate cross‑functionally with Sales, Supply Chain, Service, and Commercial Operations teams to deliver a seamless customer experience.
• You will drive a culture focused on customer satisfaction, continuous improvement, and operational effectiveness.

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

• Leadership & Strategy: Providing strategic leadership and oversight for the Customer Care team within the assigned SBU, ensuring alignment with organizational goals and priorities.
• Team Management: Leading, coaching, and developing a global team, ensuring appropriate staffing levels and fostering a high‑performance, customer‑focused culture.
• Performance Management: Owning and monitoring key performance indicators (KPIs), conducting regular performance reviews, and driving continuous improvement initiatives.
• Customer Escalation: Acting as the primary escalation point for complex customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Operational Excellence: Overseeing core customer care processes including quotations, order entry, and dispute resolution to ensure efficiency, accuracy, and compliance.
• Customer Experience: Driving a customer‑centric culture by leveraging customer feedback and CX metrics to identify improvement opportunities and implement corrective actions.
• Cross‑functional Collaboration: Partnering with Sales, Supply Chain, Service, and Commercial Operations teams to deliver accurate quotations and seamless order processing.
• Continuous Improvement: Identifying process improvement opportunities and implementing best practices to enhance service delivery and operational efficiency.
• Innovation & Problem Solving: Supporting the team in resolving complex operational challenges and contributing to innovative, compliant service solutions.
• Executive Communication: Participating in leadership forums and communicating team performance, key metrics, and strategic updates to senior leadership.
• Project Leadership: Leading and contributing to global projects impacting Customer Care, ensuring effective change management and successful implementation.

To be successful in this role, you will:

• Have a Bachelor’s degree from an accredited university or college (Business, Economics, or related discipline preferred).
• Have a minimum of 5 years of experience in customer care, customer support, or related operational roles.

Skills:

• Demonstrated leadership and team management capabilities.
• Strong customer focus and problem‑solving skills.
• Experience working with ERP systems, preferably SAP.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities and drive results in a fast‑paced environment.
• Analytical mindset with experience using data and KPIs to drive decisions.

Work Environment:

• Collaboration with global teams may require flexibility in working hours.
• Hybrid or onsite working may be required based on business needs.

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. Flexible working arrangements may be available, including:

• Flexible working hours to support productivity and work‑life balance

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are stronger when our people are developed, engaged, and empowered to bring their authentic selves to work. We invest in wellbeing, capability development, and leadership growth across all levels.

Working for you

Our innovations have transformed the energy industry for over a century. To continue progressing, we look for individuals who embrace change and contribute to building the future.

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 support
• Additional elected or voluntary benefits