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Team Lead Customer Operations in Bangalore, India at Esko

Date Posted: 3/14/2019

Job Snapshot

Job Description

Job ID: ESK003216

About Us

Esko Graphics India Pvt. Ltd., A Group Company of the Danaher group ($20 Billion and Fortune 500 Company), is a global supplier of integrated software solutions for packaging, sign and display finishing, commercial printing, digital asset management and professional publishing.

Esko Graphics is European Company, having HQ in Ghent, Belgium, having its operation in 17+ countries.

Esko products and services help customers raise productivity, reduce time-to-market, lower costs and expand business and improve profitability.

Key product lines include software for graphic and structural design, pre-production and project management for the entire supply chain, CDI Computer-to-Plate systems for flexo plates and sleeves and Kongsberg cutting & creasing tables for short-run production and sample making in packaging and sign & display markets. Targeted at designers, tradeshops, label printers, folding carton, flexible and corrugated converters, as well as consumer product companies and retailers.

To know more, please refer undermentioned link :


Team leader Customer Operations
In everyday life, we would be lost without packaging. So we need people to make it. But have you ever wondered what these people would do without the software and hardware that enables them to create packaging? That’s where Esko steps in: thanks to our solutions, people can create packaging, signs and displays – and optimize the processes to do so.
So, yes: we’re an ICT company. But continuously being on the verge of creative innovations, we are quite different from the others. And you are too, aren’t you?  
Yes, we’re ambitious and dynamic. Yes, we’re creative. And yes, we like clever and fun colleagues. So if you’re like us, we’d like to have you as our colleague!  
Esko is looking for enthusiastic and motivated Software Engineers to join their team in Bangalore.
Read the job description to know more.

Main objective(s): 
As Customer Operations Agents Team Leader, you are responsible for managing the Licensing team. This team takes care of the generation and the distribution of software license keys for Esko customers according to the processes and delivery requirements for this initiative.  You will handle the day to day business together with your team.
Main responsibilities (key activities) 
Team Development and coaching
• You lead, develop and organize effectively the licensing team (currently 12 people). This team is processing the license requests from sales order processing teams, customer support engineers, customers, and other requesting parties. License Requests are tracked and dispatched through a central system. 
• You coach and develop individuals’ skills, competence and potential
• You create an environment in which this team can deliver according to the expectations, within the agreed Service Level Agreements (SLA’s).
Manage for result
• You set clear objectives and explanations
• You use daily management and KPI’s to monitor the operational performance of the team.
• You provide regular feedback and reviews and conduct appraisals
• You follow the defined processes and guidelines 
• You ensure the processing of licenses in the correct order (= based on delivery due dates, order criticality, and region). On Time Delivery is key so that both our internal and external customers are helped. 
• You ensure the quality of the licenses: Licenses should be 100% correct and matching with the customer configuration.
• You ensure the team knowledge of the company’s business practices and licensing policies, including information about Vendors, Contracts, Licenses, License Keys, License Servers, License Agreements, etc. 
• You ensure that the customer configuration database is kept up-to-date, and that customers receive the appropriate license keys they are entitled to. 
• You communicate regularly with your team
• You communicate regularly with your Manager
• You communicate regularly with sales Order Processing Teams, Order Validation Teams, Customer Support Engineers, Maintenance Contract Team, (Inside) Sales Team, Global Support Licensing, PlatOps Team,…

Job Requirements


Must Have 
• Bachelor's degree in Commerce/ Arts/ Science or equivalent 
• Having experience with Backoffice Processing, Order Processing, or Application support experience.
• Strong written and verbal communication in English 
• Efficiency in Microsoft Excel and Microsoft Word 
• Strong problem-solving and analytical skills 
• People Management Skills to be able to build an effective and motivated team
Working Hours 
• This position involves working in shifts. We currently have 3 shifts. A license handler will need to adapt to any of these shifts
•Morning shift: 06:30 AM – 15:30 PM 
•Mid Shift : 11:30 AM – 20:30 PM 
•Second Shift : 14:30 PM – 23:30 PM 

Danaher Corporation Overview

Danaher’s Product Identification Platform is comprised of Videojet, Pantone, Esko, X-Rite, Foba, Linx, Laetus and AVT, a group of technology companies dedicated to helping customers give products unique identities. Through innovative software and hardware solutions for marking and coding, color selection and communication, packaging development, management and production, and track and trace, the Product Identification companies are simplifying the packaging value chain for 90% of products produced around the world.


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