Field Service Supervisor

Position Overview

The Field Service Supervisor is a key position responsible (but not limited) for ensuring the highest level of end customer Satisfaction through supervising and overseeing the day to day activities of the Field Service team whilst always keeping Safety of personnel in mind.

Organization

The position reports to the Operations Manager.

Critical Responsibilities

• Supervising Field Service day to day activities

• Day to day liaison with end customers and Key accounts

• Warranty Management

• Sales & Quotations

Position Responsibilities (not limited to):

• Supervising Field Service day to day activities

• Supervision

• Responsible for supervising and overseeing the daily activities of the Field Service section in the performance of on-site routine services, maintenance and repairs

• Maintain a productive Field Service team including but not limited to scheduling, planning jobloads, team performance, quality of service, employee safety

• Ensure WIP jobs are up to date and jobs closed/invoiced in a timely manner

• In coordination with the Workshop Supervisor and Operations Manager, plan on-site jobs to ensure they meet delivery schedules

• Addressing / documenting performance or behaviour issues

• Ensure daily, prompt and accurate completion of Service Technicians' timesheets, Electronic job notes, time logs, photos etc… using the ERP'mobile solution (InspHire) and provide instruction where needed.

• Supervise and assist Service Coordinators in their daily activities

• In coordination with the Workshop Supervisor, coordinate and sign off of serviced, repaired equipment prior to release from workshop to customers (Quality)

• Coordinate with the Service Coordinators and Operations manager to monitor warranty jobs and ensure they are prepared for submission (similar to a retail job)

• Liaise with OEM's representatives on warranty issue

• Participate actively to the Tool Box meeting

• Safety / Policies & Procedures

• Ensure work is carried out in a safe manner and complies with the requirements of the current health and safety legislation as well as the company's Quality Health, Safety and Environmental (QHSE) system.

• Document / report on non-conformance of procedures or Health & Safety issues. Initiate action to rectify non-conformance / participate in finding solutions to non-conformance

• Maintain good housekeeping

• Assistance

• Assist with providing 1st level technical support to the technicians team where possible and when the Technical Support person is unavailable

• Escalate technical troubleshooting issues to the Technical Support person / Management / OEM where required.

• Other

• Supervise, with the help of the Service Coordinators the country trips for Service Technicians when required.

• Ensure the Field Service van fleet is maintained and good housekeeping

• Coordinate / supervise Carry out stock checks / stock takes of van stock on a regular basis with technicians and parts department

• Coordinate / supervise tool checks / stock takes of tools on a regular basis

• Proposals of new /replacement tools and equipment to Management

• Day to Day liaison with End Customers and Key Accounts

• Be the day to day principal contact for Key Account and End Customer matters beyond the Service Coordinator perimeter

• Be the principal point of contact for some Key Accounts

• Liaise with / manage customer issues / complaints (Escalate where necessary)

• Sales and Quotations

• Quotations:

• In coordination with the Operations Mgr, prepare customer quotes where required with the assistance of the spare parts team.

• Assist the Operations Mgr with specific quotations requirement: e.g: Requirement analysis, tender support, specific technical questions

• Liaise with the team (e.g parts) to coordinate quotations where required

• Other activities

• Report any Safety concerns to the WHS committee

• Assist on any other projects where required

• Propose and Innovate on targeted actions to bring more added value to our end customers

Relationship / Environment

• With Liftrite Hire & Sales Group

• With Manitou Center Sydney

• With Kobelco

• With Manitou Australia (all Dept)

• With End Customers ; Key/Fleet accounts

The Person skills & attributes:

• Ability to execute basic supervisory approaches for work direction, motivation and disciplinary action

• Ability to prioritize workload, manage issues one at a time and follow through to completion

• Strong time management and organizational skills

• Ability to analyze and solve problems

• Ability to establish and maintain strong customer focused work relationships

• Conflict management skills

• Ability to follow company policies and procedures

• A lot of "common sense"

• Strong general technical background experience in hydraulics and electrics for supporting Machinery: e.g: Telescopic Handlers, Forklifts, Tractors, agricultural and earthmoving equipment etc...

• Hard worker, practical personality

• Solid analysing and problem solving skills to troubleshoot technical problems

• Good communication skills, inclusive of verbal, written and formal presentations, effective listening skills

• Good Team spirit, experience working in a small team is an advantage

• A self-starter, you will be able to manage your time and take the initiative but more importantly you are someone who is happy to take direction and fulfill a support role

• Person who wants to participate strongly in the development of a growing business.

• Flexibility to work and adapt himself to different cultures and new projects.

• Warm Personality and open minded.

• Good computer skills: Google GSuite, Salesforce, Spreadsheet, Word processor, Presentations...

• Languages: English (native tongue or fully fluent)

Education, qualifications, work experience & Licenses

• Demonstrated minimum 5 years' experience as tradesperson

• Demonstrated experience in a similar role

• Relevant Trade Paper

• Current Drivers Licence