Service Supervisor

**POSITION** DESCRIPTION**

**Job Title**:
Service Supervisor

**Position Number**:
**Division**:
Service

**Business Unit**:
Victoria

**Location**:
Campbellfield

**State**:
VIC

**Incumbent**:
**_ (Who)_**

**Reports To**:
**_ (Title)_**

Vic Manager

**SCOPE & PURPOSE**

The Service Supervisor is responsible for the supervision of workshop employees and work activities, the planning and coordination of operations and ensuring that outcomes meet or exceed the client expectations.

**ACCOUNTABILITIES**

**Functional Requirements**:

- Supervise and coordinate customer service activities with both work shop and field service technicians.
- Work with the State Manager to develop and implement strategies and tactics to grow the overall service coverage of the business.
- Work with the State Manager to develop and implement strategies and tactics to maximise spare parts revenue, profitability and margins.
- Liaise with spare parts and stores supervisor to ensure appropriate systems and resources exist to deliver a cost effective and quality function.
- Liaise with suppliers to ensure best supply pricing and timely delivery.
- Assist in the development of a continuous improvement culture by providing feedback to management in regards to the functional performance of Superior Pak equipment in service.

**People Management Requirements**:

- Communicate with customers and management to resolve problems and expedite work.
- Plan and prepare work schedules for workshop employees and field service technicians
- Provide guidance and direction to employees, including setting performance standards and monitoring performance.
- Ensure the timeliness of information supplied by employees for payroll and reporting purposes.
- Ensure the timeliness of all stores transactions including purchasing, receipting and issuing of goods.

**Customer Impact Accountabilities**:

- Recognition of all internal and external customer’s requirements, ensuring ultimate customer satisfaction Understand and improve processes relating to customer service and transactions.
- Cultivate and maintain co-operative relationships across all facets of the organisation - Sales, manufacturing, service and engineering.

**Legal Requirements**:

- Ensure compliance with the Company’s policies or legislation concerning the Environment, Occupational Health and Safety, Equal Employment Opportunity and Trade Practices
- At all times maintain strict confidentiality with respect to all professional dealings and intellectual property within the Company
- Manage information supplied by suppliers and customers within privacy legislation and company policy surrounding such.

**OHS&E Requirements**:

- Actively promote a safe work philosophy within your area/s of responsibility
- Conduct your own duties in a safe manner at all times, resulting in no injuries to self or others, as per company National Quality Management System (NQMS) requirements
- Compliance with all relevant Superior Pak site and customer site OHS&E requirements
- Participating as required under the locations OHS&E Consultative arrangements & Committees
- Allocate appropriate resources to implement and monitor OHSE within their areas of responsibility
- Implement OHS&E activity such as risk assessments, inspections and toolbox talks
- Ensuring all hazards and incidents are immediately reported and corrective actions implemented
- Reporting OHS and environmental risks or difficulties to senior managers or relevant specialist areas
- Correct use of Personal Protective Equipment (PPE) and equipment when required

**KEY RELATIONSHIPS**
- State Service Manager
- External customers
- Key suppliers
- Internal customers (other service sites, manufacturing, sales and engineering)
- National Compliance and Operations Manager

**KNOWLEDGE & EXPERIENCE**
- Leadership ability
- Hydraulic & Electrical fitting experience
- Inventory and stores experience (desirable)
- Waste industry experience (desirable)
- In depth product knowledge (desirable)

**SKILLS**
- Customer service skills
- Communication and interpersonal skills

**QUALIFICATIONS**
- Relevant tertiary qualifications

Your signature below indicates that you have read, understood and accepted the content of this Job Description as a reflection of the principal duties/accountabilities/responsibilities you are expected to carry out whilst employed in this position.

Your duties/accountabilities/responsibilities will not be limited to those outlined here and you will be expected to carry out others as directed by your immediate supervisor or manager.

**Accepted**:
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Signature

Date

**Approved**:
Name

Signature

Date

**Office Use Only**

**Questionnaire/Interview Completed**

**HR**

**Job **Classification**

**Entered in HRIS**

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Service Supervisor PD 141101 Page **1** of **1**

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