Job description
Manage customers’ (Internal & External) and staff requirements related to the day-to-day delivery of maintenance services in the assigned region and supervise the power Customer Engineers to meet the deliverables.
Major activities to be performed:
Administration / Planning & Reporting
• Provide quotes for small works, T&M, installations and start-ups
• Collate paperwork, verify status and deliver all warranty returns to admin staff for processing
• Support field personnel in the execution of their administrative task
• Prepare and provide reports as requested by management
• Ensure timesheets are entered in the system correctly.
• Ensure leave applications are in order and support documentation are attached if necessary e.g: medical certificate
Management of Team
• Coordinate and schedule the general duties of power staff and subcontractors
• Ensure Customer Engineers are equipped with calibrated tools, personal protective equipment and appropriate documentation
• Respond to customer requests for minor quotation or service advice within a timely manner.
• Respond within 24 hours to any staff initiated “Client follow-up” requisitions for additional work.
• Assist Customer Engineers with complex technical problems
• Carry the after-hours escalation pager each alternate week with the Field/Project Supervisor, monitor and provide assistance to Customer Engineers who are on call
• Carry out Customer Engineer audits as required by company policy.
WHS, Environment and Quality
• Take all necessary steps to ensure OH&S requirements are adhered to.
• Ensure adequate PPE is provided
• Report all incident / injury on time
Please note:
- On Call Rotating Roster 1 every 4 weeks
- Company Vehicle
Employees reporting to Incumbent:
customer engineers
Main contacts within Company
Warehouse/inventory management staff,
Service Technical Support,
Safety Manager,
Sales Staff
Service Admin Support Staff
Main contacts outside the Company
Customers,
Subcontractors
Vendors
Education/Qualification:
Electrical or Electronics Trade qualification
Supervisory/management qualification
Specialist Knowledge:
Interpersonal and relationship management skills
Communication skills and commercial acumen
Practical Experience:
Proficiency in Microsoft Office applications
Proven track record within the power industry managing a field service team
Personal Characteristics:
Customer-centric
Team player
Well organised
Solution oriented