Service Lead

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:

OurAarhusoffice is looking for a Service Lead to join the team.

The Service Lead is responsible for hands‑on service execution, day‑to‑day leadership and customer experience, working close to technicians, coordinators and customers. The role reports to the Service Sales & Operations Manager, who holds overall responsibility for the service organization.

This role combines operational leadership, technical support, and customer‑facing execution. You will have direct line responsibility for Service Technicians and Service Coordinators, while remaining actively involved in complex service cases, technical escalations and continuous improvement of service delivery.

The Service Lead acts as a key link between field operations and the wider organization, ensuring that strategy, standards and priorities are translated into effective daily execution.

What You Will Do:

You will play a critical role in ensuring high‑quality service delivery, strong team performance and an excellent customer experience in Denmark.

Key responsibilities related to service execution and customer experience:

• Ensure smooth and reliable day‑to‑day service delivery to customers
• Act as first‑line escalation point for complex customer, service and delivery issues
• Support customers and internal teams in challenging or sensitive situations
• Build and maintain strong customer relationships through professionalism and trust
• Monitor service quality, customer feedback and satisfaction metrics
• Ensure customer portals and documentation are kept up to date and accurate

Key responsibilities related to technical support and escalation:

• Act as an internal technical support for technicians and coordinators
• Support troubleshooting and problem resolution in complex technical cases
• Ensure technical issues are escalated to the correct internal or external channels when required
• Contribute to knowledge sharing, best practices and technical capability within the team

Key responsibilities related to planning and coordination:

• Lead and support the two Service Coordinators responsible for daily planning and scheduling
• Ensure efficient utilization of technicians and balanced workload
• Support prioritization between reactive service, planned maintenance and project activities
• Collaborate closely with Project Management, Presales and Sales to ensure smooth handovers and execution
• Ensure planning, communication and documentation meet agreed standards

Key responsibilities related to leadership and people management:

• Act as direct line manager for Service Technicians and Service Coordinators
• Create structure, engagement and clear ways of working within the service team
• Conduct regular one‑to‑one meetings, performance follow‑ups and development dialogues
• Support onboarding of new employees and ensure strong integration into the organization
• Follow up on objectives, development plans and wellbeing
• Handle first‑level people‑related escalations and escalate further when needed
• Be a role model for customer focus, collaboration and Gunnebo values

Key responsibilities related to service growth:

• Identify service opportunities through customer interactions and daily operations
• Support service contract renewals and customer retention through excellent service delivery
• Collaborate with Sales and the Service Sales & Operations Manager to enable service growth
• Ensure service opportunities are systematically followed up

What you need to have:

• Experience from a customer‑facing role in a fast‑paced service or technical environment
• Experience leading or coordinating people in an operational setting
• Technical background with the ability to understand, discuss and support service‑related technical topics
• Strong problem‑solving skills and ability to remain calm under pressure
• Excellent communication and collaboration skills
• Ability to balance customer needs, technician priorities and operational requirements
• Strong Microsoft Office skills

What will make you stand out?

• Experience within security, access control or technical service environments
• Ability to quickly build trust and credibility with technicians and customers
• Experience working with ERP or service management systems
• Strong execution skills and a continuous improvement mindset
• Flexibility and adaptability in a changing operational environment

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.