Field Service Supervisor

Job Id: 42911- 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**
- **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**
- **Monitor the activities of the field service section**
- **Assist Service Technicians in the field with fault finding and providing general backup support**
- **Ensure prompt and accurate completion of paperwork by Service Technicians i.e. timesheets, job sheets, etc. and provide instruction where needed.**
- **In consultation with the Service Manager, approve staff leave requests**
- **Liaise with Service Clerks where required**

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

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

**Customer**
- **In consultation with the Service Manager, liaise with customers in regards to Service Contracts**
- **Liaise with customers in regards to repair schedules**
- **Liaise with / manage customer issues / complaints**
- **In consultation with the Workshop Supervisor prepare customer quotes**
- **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**
- **Setting up warranty claims in manufacturer’s warranty systems**
- **Liaise with manufacturer’s representatives on warranty issues**

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

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

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

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

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

**Quality**
- **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**
- **On a shared basis, receive, allocate and manage calls for after hours service**

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

**Responsible to**
- **Service Manager**

**Subordinate Staff Directly Supervised**
- **Field Service Coordinator**
- **Service Technicians**

**Limits to Authority**
- **As delegated by the Service Manager**

**Qualifications Required**
- **Relevant Trade Paper**
- **Current Drivers Licence**
- **High Risk Wok Licence - LF (Forklift) Class.**
- **LPG Permit - E class**

**Experience Required**
- **Demonstrated minimum 5 years’ experience as tradesperson**
- **Demonstrated experience in a similar role**
- **Extensive knowledge of LiftRite Hire & Sales product range**

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