Company description / JD introduction

The Track Lead is the definitive source of knowledge, technique, or expertise. Responsible for maintaining a deep understanding of the Client‘s technical and business environment, the Track Lead has a key role in knowledge management, training, quality assurance processes as well as operations setup and supervision. The nature of the position involves active participation in multiple work-groups and various projects.

Responsibilities/ Tasks

• Participate in knowledge transfer and maintain documentation.
• Investigate issues, provide resolutions, and follow up with customers.
• Participate in client-facing communication and project implementations.
• Assist with IT requests, maintenance communication, and outages.
• Manage access to systems and update process documentation.
• Monitor performance metrics, manage reports, and balance workload.
• Supervise inventory, logistics, and daily activities of the team.
• Ensure accurate shipment handling and reporting.
• Manage technicians, assist with recruitment, and maintain team morale.
• Provide mentoring to new team members.
• Oversee QC processes and lead calibration sessions.
• Develop and manage training materials, deliver training, and track progress.

Experience/Exposure

Previous experience in Customer/Technical Support role or other role that includes interacting with customers.

Education/certification

• High school degree is a must;
• University degree (Bachelor and/or Master) is an advantage.

Key Skills Required 

• Very good English written and verbal communication skills.
• Advanced understanding of computers and standard applications (MS Excel, MS Outlook and MS Word).
• Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.
• Presentation skills and creativity.
• Excellent communication skills and interpersonal skills – verbal and written.
• Leadership skills; effective meeting skills
• Effective feedback skills; Ability to manage group dynamics.
• Excellent leadership skills.
• Adaptability. Stress management. Initiative.
• Team work and ethics.