Description
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
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