Supervisor Field Service

**Responsibilities and Measurement Criteria with Time investment Needed on Each: -**

**(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)**

**Service Performance & Delivery**
- Manage our customer’s expectations to the pre-defined levels of service.
- Analyze service level trends and implement service improvement programs where necessary - driving for excellent customer service delivery.
- Foster good customer relations to ensure continuous workflow through the Regions facilities.
- Take a proactive approach to client asset management, servicing the clients' future requirements in the technical infrastructure and service demand.
- Create an environment in which personnel are encouraged to contribute to the development of the Service Department and their own careers.
- To support with the overall departments Forecasting & Service annual Sales budgets.
- Act as a point of escalation for operational issues escalated to yourself.
- Provide consistency across your teams in the delivery of services ensuring our processes and procedures are implemented and adhered to.
- Proactively feedback on resource levels, delivering services within budget and seeking to improve utilization whilst maintaining staff morale.
- Enhance scheduling and stock strategies to meet planned and re-active demands.
- Support the customer feedback review process.
- Ensure any released factory change notices are fully implemented in the field swiftly and the actions are recorded - improve the FCN process
- To support all Installation/Start Up activities ensuring Oracle Install Base is created and the local Operating units ability to support Start Up is notified as soon as the Product order is won.

**QHSE**
- Assist as necessary with the registration of all sites to Quality, Health and Safety management standards.
- Assess and control all risk (health, safety and environmental) identified for all standard activities and premises. Identify and comply with all relevant legislation.
- Ensure all our suppliers, contractors and subcontractors are vetted, approved and appropriate for use.
- To ensure premises are suitable for use.
- Ensure safe working practices with appropriate procedures, prevention measures & precautions are in place.
- Reduce adverse events; incur no lost time events or high severity events.
- To minimize gas & electricity consumption, reduce landfill waste and incur no major environmental events. Drive for environmental improvements in the way we work.
- Ensure that all adverse events identifying and implementing improvement action as appropriate. Ensure that your premises and fire safety arrangements are in line with company standards.
- To increase awareness of the management system and elements of operation. E.g., health and safety and environmental management.

**Human Resources**
- Assess training requirements to ensure all staff have the required skills to efficiently undertake their duties.
- Ensure that individual facilities have the required skilled and experienced personnel to meet their budget and objectives.
- Develop and agree the personal objectives of key Service staff within the operational unit to achieve their section's budget and targets.
- Ensure annual appraisals & Talent Reviews are undertaken in a timely fashion
- To regularly maintain a Competency Matrix for all the functions and staff you employ.
- Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in, all relevant client-related activities.
- Lead business teams to have stable, manageable, repeatable work practices - promoting overall employee wellbeing and providing recognition for good performance
- To ensure absenteeism is minimized.

**Reporting**
- To ensure the delivery of KPI’s
- All KPI’s and reports will be discussed and agreed with yourself. Examples of areas to be reported upon are, Contract Renewals/Attachment, Non-Contract Sales/Orders, Gross Profit, Planned Maintenance Backlog, Response Time, First Time Fix, Stock, Warranty claims etc.

**Future Objectives**
- Support with the development of a 3-Year Plan for your back-office Regional Operations Centre to accomplish the primary purpose of the job and its financial objectives.
- In line with the above you are to develop training and succession plans for your direct reports.

**Qualifications**:
**Required/ Minimum Qualifications**:

- At least 15-17 years experience in the Electrical / Electronic support industry in a range of positions to give a high level of knowledge of, service provisioning, Customer management and Safety Procedures.
- HNC / HND in a Mechanical or Electrical / Electronic engineering / or equivalent.

**Additional / Preferred Qualifications**:

- Strong financial management & IT skills.
- Strong focus on customer satisfaction and long-term customer relation building.
- Excellent organizational and time mana