Field Service Manager- Kerchanshe Equipment 7 views

Kerchanshe Equipment

Kerchanshe Equipment is delivering industry-leading power and equipment solutions, backed by unrivalled support services. It is our goal to be the global benchmark for equipment dealerships and to be a constant growth partner for every customer.

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POSITION OVERVIEW

Kerchanshe Equipment Business Unit is committed to attracting and retaining exceptional talent and encourages qualified professionals with a passion for Construction Machineries and Equipment Sales, Services, Marketing and Customer Service Excellence, to apply.

We are seeking a highly motivated, customer-focused, and technically competent Field Service Manager to join its growing; Construction Machineries and Equipment Sales, Services, Marketing and Customer Aftersales Service Team.

Position Title: Field Service Manager

Department: Aftersales Service Operations

Reports To: Product Support Manager

Location: Gellan

Employment Type Full-Time

Primary purpose of the job:

The Field Service Manager is responsible to Manage Multiple Technicians and Field service supervisor. Is responsible for the overall direction, coordination, and evaluation of Field Service Division. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Physical Demand:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee must be able to occasionally lift 25kg from floor to chest. The employee must have the ability to reach and use the arms within a full range of motion in order to retrieve stocked parts. The employee must have the ability to endure prolonged stooping, kneeling, crouching and squatting while performing mechanical operations. The employee must be able to exert push/pull forces with the arms in order to use various wrenches and tools. The employee must be able to endure prolonged forward and overhead arm positions while performing mechanical operations. The employee must be able to use the hands to grasp hand tools and parts. The employee must have the ability to climb onto and operate equipment.

Principal accountabilities:

1. Communicate and build relationships with customers concerning service activities including reviewing and scheduling jobs, explaining invoices, identifying needs for future repairs, and making maintenance recommendations.
2. Develop and maintain effective Field Service Division processes to ensure customer satisfaction.
3. Create annual Field Service Division goals and budget, in alignment with the organization’s financial and operational objectives.
4. Oversee work order closing process. Review work orders for accuracy and completeness, and the appropriateness of parts and labor.
5. Manage Service Technicians and engage in performance management by conducting performance evaluations, coaching, counseling, and disciplinary action as needed.
6. Manage training schedules and assist in the development of Service Technicians.
7. Communicate with and hold Technicians accountable to performance expectations.
8. Create, drive and support a safety culture within the Service Department.
9. Creating quotation based on flat rates and standard hours whenever there is service request from customer.
10. Controls and administrates Field Service vehicles.
11. Manages warranty process including all decisions on warranty.
12. Works with the Parts and Sales Departments to oversee all service sales programs and activities to achieve the volume of sales projected in the annual forecast.
13. Administers and maintains adequate, neat, and safe offices, shop areas, yards, vehicles, tools and other facilities required to provide the agreed service support standards.
14. Communicate with departments and maintain effective working relationships to identify service needs.
15. Operates within the forecasted budget.
16. Maintains high standards for quality and quantity concerning the work force, property, facilities, equipment, supplies, workmanship and operations of Field service division.
17. Maintains an effectives scheduling system that will ensure presence of the servicemen at the right location, at the right time with the proper tools, parts and service information.
18. Evaluates periodically field service operations by conducting a thorough review of existing activities.
19. Addresses issues pertaining to technical problems, which require immediate solutions.
20. Develops and maintains some appropriate communication systems which will enable in handing multiple inquires.
21. Establish effective relationships and support with supervisors and Technicians in achieving high performance.
22. Maintain positive customer relations through a very professional interaction with customers.
23. Establish and maintain exceptional business relationship with customer base.
24. Performs related duties as assigned.

KPIs/KPAs:

• 100% responsible in controlling costs and making Field Service Division profitable.
• 100% responsible for improving Technicians labor utilization and productivity based on standard hours.

Special Aptitudes:
The key challenge to this job is to understand customer problems and to assign technicians to meet customer expectation in terms of labor price, work quality and response time.

Conclusions:

In this position, the candidate will be expected to work alone with or without supervision. A large percentage of his time would be spent on supervising Field Service Technicians.

QUALIFICATIONS

Education

• Degree in Mechanical Engineering and above

Experience

• Minimum 10 years’ and above experience in the industry.

TECHNICAL COMPETENCIES

• Good communication skills in spoken and written English
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have strong problem solving skills and be detailed oriented with a high level of accuracy. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations
• Able to lift to 25 kg. Must be able to work in a dynamic, fast paced service environment.
• Must be proficient in the use of a computer and related software (Word, Excel, etc.).
• Valid driver’s license and a safe driving record.
• Able to work on weekends and holidays.
• Should be trustworthy and have good customer handling skills.
• Should use relevant systems.

WHAT WE OFFER

• Competitive compensation and benefits package.
• Opportunity to work with cutting-edge electric vehicle technologies.
• Professional development and manufacturer-sponsored training.
• Career growth opportunities within a leading automotive organization.
• Dynamic and innovative work environment.
• Exposure to international automotive dealership best practices.