Service Supervisor (Replacement Vacancy)

JOB TITLEService Supervisor (Replacement Vacancy)JOB REF892/AS/ES/15LOCATIONSlough [ES]DIVISIONEquipment SolutionsCLOSING DATE13/03/2016 Outline To supervise the provision and delivery to customers of a reliable and responsive service, delivered by an area team of skilled field and workshop engineers. To lead an area service control team to ensure customer satisfaction from the field service and workshop operations, by focussing on quality and efficiency of service dispatch, workshop organisation and scheduling. To meet service response, health and safety, productivity and first time fix targets and complete accurate and timely invoicing. To supervise maintenance and control of branch, facilities and assets, ensuring compliance with company standards and expectation. Main Duties Ø Lead and support area service dispatch and control operations to provide all Customers with a responsive and reliable service. Ø Supervise the service engineering team and further their development in all departments to improve performance. Ø Resolve and manage customer complaints and disputes in a timely manner, identifying solutions to prevent a re-occurrence. Ø Monitor the performance of the team, identifying variance against KPIs & targets & addressing any shortfalls Ø Seek ways of improving service to internal and external customers. Ø Assess individual’s performance against measures & objectives using the 1-1 process, and identify training needs. Ø Co-ordinate workload amongst the team and ensure adequate coverage is provided. Ø Ensure accurate and timely invoicing to all customers. Ø Manage SWIP, disputes, SAR, productivity, work order process & parts returns in line with cooperate targets. (KPI’s) Ø Maintain key customer relationships at a local level, where required in conjunction with PSSRs and Sales teams. Ø Supervise workshop and field repairs and monitor ongoing work to identify potential “problem jobs”. Ø Complete Ri Skills Ø IT skills Ø Coaching and development. Ø Leadership, motivation and team building. Ø Communication, decision making and judgement. Ø Technical and product knowledge. Ø Time management. Ø Problem solving. Ø Negotiation skills. Ø Organisational awareness external and internal. Ø H&S policy awareness. Ø Apprentice trained engineer. Ø Customer Relationship Skills Ø Team Working.

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