Supervisor Service Operations North America and EMEA Only
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 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 Customers 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 order to achieve business objectives other duties may be included at the discretion of the
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need s ... View more
