Field Service Supervisor

4 weeks ago

Lidcombe, Australia Manitou Group Full time

Job Id: 43089- Job Family: Production- Location: Lidcombe, AU, NSW 2141- Employment Type: Permanent**Job Title: Field Service Supervisor**

**Company: Manitou Center Sydney (MCS)**

**About the Manitou Center Sydney**

**The Manitou Center Sydney (MCS) is a Dealership 100% owned by Manitou that covers the Sydney, Wollongong, Newcastle and ACT regions. At Manitou Center Sydney we pride ourselves on offering a variety of top of the range Services and Manitou machines to End Customers catering to agriculture, construction and industry needs.**

**Position Overview**

**The role will be to supervise and support a motivated team of technicians and service coordinators to ensure they have the right tools, resources and training to effectively service our customers ‘day to day’ Field Service activity and to work alongside the Service Supervisor on matters required for the effective operation of the MCS Service activity.**

**Summary Details**:
**Reports to: Service Supervisor**

**Direct reports: Service Coordinators**

**Field Service Technicians**

**Critical Responsibilities**:

- **Day to day liaison between customers and service team**
- **Quotations/up selling services**
- **WIP Management (meet defined KPIs - Margin,T/O,WIP)**
- **Manage technicians timesheet completion and approve overtime**
- **Drive efficiency**
- **Occasional customer site visits - relationship building, quoting, used machine inspections**

**Critical Responsibilities (explained/advert)**:

- **Provide excellent customer service to our existing and new customers**
- **Work closely with internal and external stakeholders to develop sound relationships**
- **Scheduling service technicians workloads in accordance with fatigue management, best practices and health and safety policies**
- **Provide technical guidance to our team and customers**
- **Ensure Safety practices and Quality are maintained across all activity**
- **Highly developed attention to detail to support internal and external stakeholders requests for support, quotation or dispute resolution**
- **Timely completion of all WIP requirements in conjunction with the Service team**
- **Meet product campaign completion KPI’s**
- **Timely preparation of quotations to our customers covering repair work in the field**
- **Liaise with subcontractors to carry out repair work and preparation of purchase orders to sub-contractors**
- **Work alongside parts and sales team to deliver a supportive and enhanced customer experience**
- **Lead and support Service Coordinators to effectively allocate Field Service Technicians’ work schedules for local and remote work**
- **Effectively lead the Field Service team by driving efficiency and implementing improvement processes**
- **Ensure safety principles and standards are always adhered to**
- **Work in a collaborative team environment and contribute to the growth of the dealership**

**Benefits offered**
- **Mobile phone, laptop**
- **Technical development and accredited product training.**
- **Great $$$ - market competitive rates and allowances.**
- **Comprehensive induction program with ongoing support.**
- **Company provided uniforms, safety footwear and all Personal Protective Equipment.**
- **Friendly team atmosphere.**
- **Career development opportunities.**

**The Person skills & attributes**:

- **Trade qualification in heavy vehicles, mobile plant, motor mechanic or equivalent**
- **Work experience in customer support/team leadership position**
- **Proven leadership, interpersonal and team building skills**
- **Good computer skills**
- **Thorough knowledge of workshop operations**
- **Sound knowledge of servicing and maintenance of all plant**
- **Be well organised with the ability to successfully manage fluctuating workloads and prioritise accordingly**
- **Excellent interpersonal relationship and customer focused.**
- **Good verbal and written communication skills**
- **Demonstrated time management and organisational skills**
- **Developed team development and leadership skills**
- **Current Drivers Licence essential**
- **Current EWP High Risk Licence an advantage**
- **Telehandler Gold Card an advantage**
- **Forklift Licence an advantage**

**Position Responsibilities Detailed (not limited to): NOT FOR ADVERT**
- **Supervising Field Service day to day activities**
- **Supervision**
- **Responsible for supervising and overseeing the daily activities of the Field Service section in the performance of on-site routine services, maintenance and repairs**
- **Maintain a productive Field Service team including but not limited scheduling, planning jobloads, team performance, quality of service, employee safety**
- **Ensure Field Service WIP jobs are up to date and jobs closed/invoiced in a timely manner**
- **Addressing / documenting performance or behaviour issues and escalating with Service Supervisor where necessary**
- **Ensure daily, prompt and accurate completion of Field Service Technicians’ timesheets, Electronic job note

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