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Area Supervisor

2 months ago

Melbourne, Victoria, Australia Smiths Detection Full time

Job Summary

The Area Supervisor - Technical Support Specialist will be responsible for providing technical support to Smiths Detection customers and sales/project staff. This individual will have extensive experience in the support of multiple products in the Smiths Detection portfolio and will possess excellent communication and problem-solving skills.

Key Responsibilities

  • Carry out service, maintenance, and installation of Smiths Detection products
  • Provide technical support to Smiths Detection customers and sales/project staff
  • Maintain technical skills and develop technical knowledge relevant to the role
  • Liaise and communicate with 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, and 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 conjunction 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 Charge. When the Regional Service Manager is traveling or on leave, the Area Supervisor will be tasked to take on the responsibility of the RSM to ensure works are being completed, 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 analyzing 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
  • Provides advanced telephone, email, and remote support to customers for the resolution of complex technical problems and documents accordingly
  • Trains, guides, and mentors the Technical Support, service Lab, and Field Service staff to better troubleshoot technical issues
  • Develops and provides on-site application training programs
  • 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, safety, and environmental policies
  • Other duties as required

Requirements

  • 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 skills, and the ability to interpret technical questions
  • Possess excellent organizational, communication, interpersonal skills with the ability to multitask several projects at once. Ability to convey complex technical details
  • Strong customer service skills including phone etiquette and conflict resolution and the ability to handle stressful situations
  • Self-motivated, reliable, and accountable individual
  • Self-starter, being able to work autonomously with minimal supervision