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. Global Customer Care Team Leader Fueling your passion. 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. Responsibilities 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. Qualifications 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. Flexible Working Flexible working hours to support productivity and work‑life balance. Benefits 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 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. The Baker Hughes internal title for this role is: Sales Senior Team leader - Customer Care. About Us We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet. Join Us Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward. Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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