Thermal Field Service Coordinator

Position title:  Service Field Coordinator / Team Leader Reporting to:  Service Supervisor Date:     2023 Role Statement •  To assure installation, service and repair of Company products at customer premises, maintaining relations with customer, salesman, distributors and other within his/her area. •  Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area •  Improve overall customer satisfaction in the assigned area  •  Control and constantly improve efficiency and productivity of CEs and Subcontractors in the assigned area •  Cooperate with Service Sales Engineers to achieve sales objectives •  To assure the execution of all the controls prescribed by Regulation for legal commerce of products (also HQ/SW), services, systems and technologies in total or composed by parts produced in USA. ITC Regulation Grading: “Overview” Key Duties & Responsibilities •  Respond, in a professional manner, to all assigned service calls  while on duty •  Read, understand, and comply with all procedures outlined in the Field Procedure Manual •  Perform all work in a safe manner, and in accordance with established company safety policy and local regulations •  Keep dispatching center informed of your schedule and the status of all open jobs •  Ensure spare parts are properly accounted for using established parts procedures •  Submit periodically paperwork in a timely, accurate and complete manner and, in case of Wireless Field Service, debrief the performed job at the Customer’s premises •  Maintain the accuracy of the customer and installed base database by reporting errors •  Actively seeks and report sales or service leads to the proper department. •  Being a reference point for key customers in case of emergency and troubleshooting  •  Ensure availability to work during week-end and night in compliance with local labor laws •  Allocate and control staff holidays, absence, sick leave and co-ordinate with HR and Service Operations Manager or Service Supervisor •  Ensure efficiency, productivity and overtime targets are met and workload is fairly distributed •  Ensure reaching relevant KPI targets (PM completion, First time fix, Customer Engineer productivity, Customer Engineer efficiency…) within his team / area and develops improvement plans in cooperation with the Service Operations Manager •  Provide technical support to CEs and customers, on site technical assistance with difficult problems •  Visit and monitor customer sites to ensure engineers are maintaining an appropriate standard of safety and workmanship •  Carry out regular site and CE Health & Safety Audits and provide a report to Health & Safet   •  Be responsible for van stocks inventory and ensures van stock transaction discipline •  Lead investigation on customer complaints, agree remedial action and correspond with the client as appropriate •  Supervise the warranty claim process for his / her area and team •  Ensure total discipline in the use of the ERP system and Wireless Field Automation by the team in the assigned area •  Administer On the Job Training for the team •  Ensure that engineers have the correct tooling to carryout the works,  maintain the calibration log, ensure electrical equipment, testing requirements are fulfilled and updated •  Ensure all engineers time sheets and records are collated and processed for remedial works and invoicing, in good time and ensure monthly ‘cut off’ are not delayed. •  Assist dispatching team with the organization of works •  Provide 24 hours, 365 days a year mobile phone & pager support to engineers and the dispatching centers •