Field Service Supervisor

Your tasks

PURPOSE OF THE ROLE

As Field Service Supervisor, you provide support and coaching to your designated team of technicians, sub-contractors and customers.  You respond to customer generated requests in support of achieving service excellence. For escalation of customer, you will be the first contact for them and represent Kardex.

You will act as a brand ambassador by modelling the Kardex Core Values in every interaction with customers & colleagues and be the face of the Life Cycle Service department at our customer sites across the country.

JOB RESPONSIBILITIES

• Responsible for the customers care and the owner of the installed base considered.
• Ensure customer satisfaction, the Customer Relationship Index is the benchmark performance indicator.
• First contact for escalations and provide improvement plans towards customer or Kardex organization
• The sale of services, the development of turnover is a major objective. By relying on the "Trusted Adviser" methodology, the entire team is mobilized to carry out the LCS Marketing Plan and generate growth.
• As the Line Supervisor of the technicians, make every effort to manage and develop the skills of the team. He/she participates in the appraisal interviews, performance management, validates the leave, approves the expense reports and ensures training and development of team members necessary for its territory.
• Ensure all technicians and contractors are adequately trained and certified in accordance to work levels and site requirements.
• Mobilize team for a fast and efficient execution of the orders Customers. Net Sales is measured as a Performance indicator.
• For the team and all the subcontractors used, make sure of the respect, the implementation of the rules of safety and the provision and the use of the protection equipment’s (PPE). Conduct regular audits and reports on them.

REQUIREMENTS

• Education: Technical bachelor’s degree in electrical engineering or mechatronics. Relevant experience can compensate for lack of education Work Experience:
  • Minimum 7-10 years of experience with last 5 years in field Service, handling high Capex nature equipment.
  • Have good commercial acumen, able to interact with customer on business contract and modernisation. A trusted Advisor nature.

• Professional Experience
  • Experience in Customer Service / Technical dept
  • Experience with measuring quality and efficiency field service work
  • Office (word, excel, power point) and electronic workforce management tools (Core Suite and SAP)
  • Skills: Working knowledge in Mechanical engineering, comfortable with computers and software.
  • Physical requirement: Fit for heavy lifting task
  • Language: English – fluent (both spoken and written).
  • Travel: High, in country. Possess a Car and Driver's licence.

Other competencies required to perform this role:

• Methodical
• Logical approach to analysis/problem solving
• Work with minimum supervision, maintaining appropriate communication always.
• Good time management
• Good communication skills including negotiation, influencing and liaison skills
• To communicate effectively both externally and internally
• Service-minded
• Business and customer oriented
• Flexible and accommodating
• Communication
• Willing to teamwork
• Able to work beyond working hours if required (on weekends and public holidays)
  

This role is only open to Australian residents or those holding a relevant Visa giving right to live and work in Australia.

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