Field Service Delivery Supervisor

Vertiv•Milano, TX

About The Position

To assure installation, service and repair of Company products at customer premises, maintaining relations with customer, salesman, distributors and other within his/her area. Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area, including safety audits Improve overall customer satisfaction in the assigned area Maintains overall customer satisfaction through the direction and performance management of all field associates in the Area. Has responsibility for implementing and aiding in the development of all operating procedures, plans, programs. Responsible for efficient allocation of Human and Capital resources. Emphasis on achieving results through the proper selection, development, evaluation and leadership of associates within the Area. Be key element in incident resolution and active part of escalation path supporting both operational and commercial effort. Control and constantly improve efficiency of CEs and Subcontractors in the assigned area Cooperate with Service Sales Engineers to achieve sales objectives

Requirements

Electrical/Electronic high school diploma
Minimum 10+ plus years of field service experience
Proven experience on a primary Service ERP system (Oracle, SAP,etc.)
Language skills: good English
Good knowledge of Service specific business, techniques and processes
Good technical knowledge of the Emerson Network Power product portfolio
Disciplined and authoritative. Stress resistant
Organizational and time management skills
Able to manage people and coordinate/run projects
Well organized and able to work under pressure
communicative

Responsibilities

Assist dispatching team with the organization of works
Ensure spare parts are properly accounted for using established parts procedures and be responsible for van stocks inventory and ensures van stock transaction discipline
Being a reference point for key customers in case of emergency and troubleshooting
Ensure availability to work during week-end and night in compliance with local labor laws
Cooperate to the allocation and control staff holidays, absence, sick leave and co-ordinate with HR and Service Regional Operations Manager
Provide technical support to CEs and customers, on-site technical assistance
Visit and monitor Customer sites to ensure engineers are maintaining an appropriate standard of safety and workmanship and Performs regular safety audits with the associates under his responsibility to verify understanding and application of local and Emerson rules on safety.
Lead investigation on customer complaints, agree remedial action and correspond with the client as appropriate
Supervise the warranty claim process for his / her area and team
Ensure total discipline in the use of the ERP system and Wireless Field Automation by the team in the assigned area
Ensure all engineers time sheets and records are collated and processed for remedial works and invoicing, in good time and ensure monthly ‘cut off’ are not delayed.
Provide 24 hours, 365 days a year mobile phone & pager support to engineers and the dispatching centers.
Ensure costs are monitored on all T&M and project works carried out
Transfer leads to the sales team and inspire culture of commercial operations in his/her field team maximizing the generation of sales leads from Customer Engineers and Subcontractors.
Ensure the Area’s manpower planning and equitable distribution of workload assignments for the territory.
Provide weekly updates on revenues projections and timely escalate possible capacity issues or material shortage
Ensure reaching relevant KPI targets (overtime, PM completion, First time fix, Customer Engineer productivity, Customer Engineer efficiency…).
Ensure that engineers have the correct tooling to carry out the works, maintain the calibration log, ensure electrical equipment, testing requirements are fulfilled and updated
Ensure all aspects of delivery are performed in compliance with the company’s quality, health & safety and environmental policies and standards, with particular attention given to regulatory requirements such as electricity at work act, working time directive, COSSH, etc.
Ensure that any activity, task and responsibility required by role in terms of the International Trade Compliance Regulation is managed and performed in full compliance with the Company ITC certification program itself