The Client is looking for a Field Service Supervisor to supervise the Field Service (FS) team which provides field support in organizing and handling end user site visits, focusing on client satisfaction, potential business opportunities and claim solving / avoidance.
The Field Service visits are for the inspection, maintenance, performance follow-up, installation, modification of air filter units, and must be performed within contractual lead time, allocated budget and procedures.
Feedback is to be provided towards Sales / requestors to support business opportunities and towards back office departments for continuous improvement.
1. Organize & handle Field Service team missions: a) Service contracts - respect contract & satisfy Client within budget & time b) First fit, retrofit, turnkey - installation/supervision until final commissioning c) Claims handling - analyze, propose solutions, handle corrective actions d) Aftermarket support - collect useful information, technical support, forecast Each visit must be prepared: formalities, on-site requirements, documents Tasks on site: unit check-up, maintenance/works handling or supervision, get timesheets signed Post-visits: issue report(s), share pictures, list expenses, provide timesheets, confirm budget
2. Organize trainings: a) Leverage FS team - to deliver first class service b) Maintain Service standard - keep Field Service team & subcontractors at level, certified c) Train Customer staff - focus local teams’ autonomy & methods on important topics d) Feedback to Division - share site experiences and debrief installations on turnkeys
3. Continuous improvement: a) Engineering Changes - propose changes (ECP) to improve & correct design b) Scope Non-Conformities - report non-conformities (NCR) & prevent repetitive claims. c) Lessons learnt program - grow colleagues knowledge, Request Engineering Work (EWR)