Supervisor Service Operations North America and EMEA Only

Position title:  Service Field Coordinator / Team Leader

Reporting to:  Service Supervisor
Date:

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 I.T.C. 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 & Safety

•  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, P.A.T 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

•  Transfer leads to the sales team

Key Dimensions

•  Supervising 10 direct Customer Engineers

•  Area size of business $6M/year (base year)

Job Requirements

•  School Background 
-  Air Conditioning or Electrical engineering high school diploma

•  Language skills
-  Native in the local language; Good English

•  Technical / Functional skills
-  Minimum 10 years experience in the Air Conditioning industry / UPS industry
-  Computer Literate (All office associated programs including Out Look and Microsoft Project)
-  Able to manage people and coordinate/run projects 
-  Well organized and able to work under pressure

•  Attitudes
-  Customer service oriented

Notes
The above duties and responsibilities are intended to describe the general nature and requirements of the position, and are not intended to be an exhaustive list. In order to achieve business objectives, other duties may be included at the discretion of the