Area Supervisor

4 weeks ago

Melbourne, Australia Smiths Group Full time

REF:
- DETECTIONAPAC01282- DIVISION:
- Smiths Detection- JOB FUNCTION:
- After Sales Service RepairAbout Us
- Troubleshoots, services, installs (deploys) and repairs equipment at customer sites. Maintains Service Management System and Teams platform to properly initiate, organize and maintain all field service and job files until work is completed. Conducts follow up calls with the customer to check system status.Duties & Responsibilities

Responsibilities
- Carry out service, maintenance and installation of Smiths Detection products
- Provision of technical support to Smiths Detection customers and sales/project staff
- Maintenance of technical skills and development of technical knowledge relevant to your role
- Liaise & communicate with the customers on service matters when required
- Liaison with Smiths Detection factories and support staff as required
- Maintenance of appropriate technical licenses and security passes
- Conduct of basic internal product training with other team members as required
- Provision of basic safety and operator training on completion of any installation or new works
- Completion of works documentation and entering it into the service system database
- Conduct of all work in a professional manner and in compliance with all customer service contracts
- All incidental duties consistent with the Employee's background, training & qualification, reasonably delegated to the employee
- Customer Interface. Attend quarterly meetings as our service Representative with major customers
- Inventory Management. Manage parts stock levels for designated area store location and actively issue stock out to jobs
- Reporting. Prepares and submits reporting for customers as required by service contracts
- Scheduling. Plans and schedules all planned maintenance activities in the relevant area in conjuction with the Regional Service Manager to ensure all contractual commitments are met. Ensures communication and escalation of all unplanned maintenance works to the Regional Service Manager
- Second in Changer. When the Regional Service Manager is travelling or on leave the area supervisor will be tasked to take on the responsibility of the RSM to ensure works are being complete, customers are being responded to and any issues are escalated to the Service Manager
- Ensure the Smiths Code of Corporate Responsibility and Business Ethics is upheld in all activities
- Maintains high technical knowledge level on products(s) of concern and serves as the champion for a specific product or issue
- Researches technical issues autonomously as required
- Researches, verifies and generates detailed defect reports and wish list requests
- Champions the documentation of problem resolutions in the SMS knowledge base and maintains same on a continuing basis
- Assesses product/equipment performance based on field support data, recommends modifications or improvements to assure optimum efficiency
- Provides guidance to support personnel in analysing and resolving field problems promptly
- reports trends to management
- Identifies major subassemblies to be included on the Spare Parts List (SPL) and updates changes as design maturity occurs
- Consults with clients to investigate problems and identify opportunities
- Trains, guides and mentors the Technical Support, service Lab and Field Service staff to betted troubleshoot technical issues
- Attends trade shows or gives product demonstrations as assigned
- Establishes and maintains a close relationship with Product Managers in order to support the needs of the customer and remains aware of current technical trends
- May perform short or long term project management functions for specific products or customers
- Comply with and ensure department compliance with Company health, saftey and environmental polocies
- Other duties as required

The Individual

Skills and Experience
- A bachelor's degree in a technical discipline is preferred. At least five years related experience and/or training, or equivalent combination of education and experience is acceptable. Strong troubleshooting skills are required and must be computer literate
- Minimum of 5 years professional experience in the technical support of complex electrical and electronic equipment
- Individual must possess excellent communication and problem solving skills and maintain the ability to compose communication to diffuse volatile customer situations as required. Ability to articulate complex technical concepts. A strong orientation for customer focus and teamwork will be required. Ability to multi task on conflicting priorities. Must be willing & able to travel at short notice. Must be willing and able to be on call as per the roster
- Will be responsible for supervising the team in the RSM's absence
- Must be decisive, conscientious, interact well in a team environment, have a strong desire to learn, and be able to lead teams
- Must have above average troubleshooting skill, strong analytical problem solving skil

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