Field Service Supervisor

1 week ago

Perth, Western Australia Manitou Group Full time

Job Id:

Job Family:
Production- Location: Perth, AU, WA 6155- Employment Type: Permanent
Title Field Service Supervisor

Primary Function:
under the direction of the Service Manager, accountable for the quality and on-time delivery of all field service activities regarding on-site services, maintenance and repairs to customer and LiftRite equipment, and to manage customer relationships and customer complaints**:

Key Responsibilities:

Supervision:

-
Responsible for supervising and overseeing the daily operations of the field service section in the performance of on-site routine services, maintenance and repairs to LiftRite and customer equipment
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Maintain a productive field service team including but not limited to staffing, scheduling, planning job loads, team performance, quality of service, employee safety, staff development, fleet, inventory, addressing / documenting performance or behaviour issues
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Monitor the activities of the field service section
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Assist Service Technicians in the field with fault finding and providing general backup support
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Ensure prompt and accurate completion of paperwork by Service Technicians i.e. timesheets, job sheets, etc. and provide instruction where needed.
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In consultation with the Service Manager, approve staff leave requests
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Liaise with Service Clerks where required

Training
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Review and evaluate performance of Service Technicians and determine the need for additional training i.e. on-the-job and /or formal training

Trips
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Organizing country trips for Service Technicians when required
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In consultation with Workshop Supervisor and Workshop Leading Hand(s), organize trips to mine site(s) for handover etc.

Customer
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In consultation with the Service Manager, liaise with customers in regards to Service Contracts
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Liaise with customers in regards to repair schedules
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Liaise with / manage customer issues / complaints
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In consultation with the Workshop Supervisor prepare customer quotes
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Carry out customer site visits after Service Technician has been to seek feedback on performance/service quality and monitor customer satisfaction with job, etc.

Warranty
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Setting up warranty claims in manufacturer's warranty systems
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Liaise with manufacturer's representatives on warranty issues

Field Service Fleet
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Ensure the Field Service fleet is maintained
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Ensuring good housekeeping in the Field Service fleet

Inventory
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Carry out stock checks / stock takes of van stock on a regular basis
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Carry out tool checks / stock takes of tools on a regular basis

Safety
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Carry out monthly Tool Box meetings in consultation with the Service Manager, Workshop Supervisor and Workshop Leading hand(s)
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Carry out safety training with Service Technicians in conjunction with Service Manager, Workshop Supervisor and Leading hand(s)

Safety
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Carry out customer site visits whilst Service Technician is there to monitor safety performance,
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Work in a safe manner and comply with requirements of the current health and safety legislation
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Maintain good housekeeping

Policies & Procedures
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In conjunction with the Service Manager, set up, implement and manage procedures for the Field Service section.
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Ensure compliance to company policies and procedures.
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Document / report on non-conformance of procedures. Initiate action to rectify non-conformance and recommend solutions to non-conformance.

Quality
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Identify areas of improvement in provision of Field Service activities and implementing solutions in conjunction with Workshop Supervisor and Service Manager

After Hours Call Out
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On a shared basis, receive, allocate and manage calls for after hours service

Other
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Assist with the supervising / overseeing the activities of the Workshop when the Workshop Supervisor is absent
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Assist with providing technical support when the Technical Support Officer is absent
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Other tasks as required

Responsible to
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Service Manager

Subordinate Staff Directly Supervised
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Field Service Coordinator
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Service Technicians

Limits to Authority
-
As delegated by the Service Manager

Qualifications Required
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Relevant Trade Paper
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Current Drivers Licence
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High Risk Wok Licence
LF (Forklift) Class.
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LPG Permit
 E class
Experience Required
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Demonstrated minimum 5 years' experience as tradesperson
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Demonstrated experience in a similar role
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Extensive knowledge of LiftRite Hire & Sales product range

Selection Criteria / Skills
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Knowledge and effective use of fundamental concepts and practices and procedures relative to quality and productivity improvements, training, budgeting and cost control.
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Ability to execute basic supervisory approaches for work direction, motivation and disciplinary action
- **Ability to

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