Description

In this role, you will focus on ensuring customer satisfaction and equipment safety while managing service operations. You will lead a team of technicians, oversee service delivery, and handle customer complaints, all while optimizing performance and maintaining high-quality standards.

Requirements

• •Accountability for customer satisfaction
• •Accountability for equipment safety and performance
• •Accountability for selling service repairs
• •Accountability for sales lead volume and quality
• •Accountability for resolving customer service complaints
• •Accountability for resolving invoicing complaints
• •Accountability for end-user and technician safety
• •Accountability for service delivery according to contract
• •Accountability for controlling field operations costs
• •Accountability for callouts and service repairs sales
• •Responsibility for proximity stock content
• •Accountability for managing third-party inspections
• •Validation of service contract technical terms
• •Accountability for supporting foreign equipment maintenance
• •Responsibility for solving technician callout conflicts
• •Accountability for solving open callouts
• •Accountability for reducing callouts
• •Accountability for reviewing invoices
• •Accountability for timely completion of maintenance visits
• •Accountability for maintenance scheduling and routing
• •Responsibility for performing site audits
• •Responsibility for investigating accidents
• •Responsibility for controlling overtime
• •Accountability for technician performance
• •Accountability for technician motivation and development
• •Accountability for checking technicians performance objectives
• •Accountability for communication with technicians
• •Accountability for managing technician absences
• •Accountability for validating technician timesheets
• •Accountability for equipment assignment to technicians
• •Responsibility for defining technician capacity needs
• •Accountability for managing technician tools and instruments

Tasks

• •Manage customer satisfaction through quality service and clear communication
• •Ensure equipment safety and performance
• •Sell service repairs
• •Oversee sales lead volume, quality, and processing
• •Resolve customer service quality complaints
• •Address invoicing complaints related to maintenance operations
• •Ensure safety for end-users, sites, and technicians
• •Deliver services according to contract requirements and local regulations
• •Control field operations costs and CMII
• •Manage callouts and service repairs sales
• •Maintain proximity stock content and value
• •Coordinate third-party inspection visits and follow-up actions
• •Validate service contract technical terms with sales
• •Support maintenance of foreign equipment in the LIS base
• •Assist in resolving technician callout assignment conflicts
• •Close open callouts and address safety issues
• •Reduce callouts in the assigned area
• •Review non-automatically invoiced callout and service repair invoices
• •Complete planned maintenance visits on time
• •Schedule planned maintenance and optimize routing
• •Perform site audits
• •Investigate accidents and follow internal reporting policies
• •Control and authorize overtime
• •Evaluate performance of assigned technicians
• •Motivate and develop maintenance technicians' competencies
• •Set and review technicians' performance objectives
• •Communicate effectively with technicians
• •Manage technician absences and callout scheduling
• •Validate technician timesheets before payroll
• •Assign equipment to technicians and balance workloads
• •Determine technician capacity needs and assist in hiring
• •Authorize and manage technicians' tools, vans, phones, and instruments