Supervisor Service Operations North America And Emea Only

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 -