Job Description

Service Lead

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo is leading the transformation of the security business through digitalization and connectivity for the continuous development of smart entrance control and safe storage solutions.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation this is the opportunity for you. Gunnebo is small enough to see your ideas come true, and big enough to realize your career goals.

About the Role:

Our Aarhus office is looking for a Service Lead to join the team. Our Customer Service team seeks to provide first-in-class service to our clients and this role is integral to fulfilling that promise! As a Customer Service Coordinator, you will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day.

What You Will Do:

You will play a critical role in realizing both our ambition for exceptional customer care as well as driving our service growth.

Key responsibilities related to providing exceptional customer service and experience:

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
• Build expert, dynamic knowledge of the company’s products and services
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Raise invoices for customers/chase outstanding payments.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts – build relationships/rapport with these customers
• Liase with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information/documentation
• Fulfill any other reasonable requests as determined by the company, aligning with the role, skills, and experience.

Key responsibilities related to contributing to our service growth:

• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall
• Ensure that our service opportunities are systematically followed-up
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience

Key responsibilities related to the team leader role:

• Act as day-to-day Team Leader for the Danish Service Technicians, creating structure, engagement and clear ways of working
• Conduct regular one‑to‑one meetings and support annual performance and development dialogues
• Follow up on individual objectives, development plans and wellbeing
• Support the Country Manager with input ahead of salary reviews and other people‑related decisions
• Handle first-level escalations related to technicians (performance, planning conflicts, customer escalations) and escalate further when needed
• Be a role model for customer focus, collaboration and Gunnebo values
• Collaborate closely with Customer Service Coordinators, Project Managers and the Sales team to optimize technician workload, utilization and prioritization
• Balance reactive service, planned maintenance, project activities and commercial opportunities
• Support continuous improvement of planning routines, workflows and communication between office and field
• Act as a key link between technicians and the wider organization, ensuring information flows efficiently in both directions
• Contribute to consistent ways of working within service delivery in Denmark
• Ensure that planning, documentation and customer communication meet agreed standards
• Identify improvement opportunities in service execution, technician efficiency and customer experience
• Support onboarding of new technicians and ensure they are well integrated into the organization

What you need to have:

• Previous experience of working in customer facing role within a fast-paced environment. Hospitality and Retail experience works really well for us.
• Prior experience of working with key accounts
• Experience within sales
• Growth mindset
• Solutions oriented
• Excellent listening and communication skills
• Relationship Management skills
• Team Oriented
• Excellent multi-tasking/attention to detail
• Ability to remain calm under pressure
• Excellent problem-solving skills
• Excellent Microsoft office skills

Additional requirements for this role:

• Experience in leading or coordinating people in an operational environment (formal or informal leadership)
• Ability to balance customer, technician and commercial priorities in a fast‑paced service business
• Strong collaboration skills and confidence in acting as a bridge between field and office

What will make you stand out?

• Interest in security and technology
• Being able to connect instantly and build rapport easily
• Proven track record of exceeding targets
• Able to demonstrate you are obsessed with giving great service
• Experience of working with ERP systems
• Flexibility, sometimes things change and so will your priorities
• Demonstrate excellence in execution

Why join us

We offer a truly great place to work but don’t take our word for it, our own team have said the following:

• No micromanagement, we are trusted to do a good job
• We have a collaborative culture, with a nonhierarchical style of working
• We are given the tools we need to do a good job
• Your opinion is always welcome.
• We are always looking at new and innovative ways of working
• We are a team and help each other out!

About Gunnebo Group

The Gunnebo Group is a global leader in security offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses Gunnebo Entrance Control and Gunnebo Safe Storage we offer solutions to customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking. We operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities to serve customers in over 100 markets. Together we create a safer world.

Gunnebo Entrance Control specializes in access control solutions enabling customers increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a store, an entertainment area, an industrial area and public transport. We shape the future of people flow management.

Gunnebo Entrance Control proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.