Supervisor Service Operations - Power

Position Summary/Objectives of Incumbent: 
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: 

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