Service Supervisor

About the Role

• Service Supervisor is responsible for leading the Service Engineer in providing the company's after-sales technical and services supports.
• Provide technical advices, recommend scheduled overhauls, life cycle parts replacement.
• Assist in product roll-out and start-up, maintain current equipment and resolve faults as required.
• Ensure 24x7 standby services through a rotational duty schedule.
• May provide supports in a pre-sale through post-sale capacity.

Responsibilities

• Responsible for technical and administrative support activities including installation, testing, commissioning, repair, modifications, preventative maintenance, troubleshooting, engineering change upgrades, etc.
• Ensures adequate records and systems are maintained.
• Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention.
• Responsible for specific service contract/s as the single point of contact interfacing into customer organization, while working with sales prime to drive addition sales in those specific service contract/s (including 24x7).
• Accountable for customer relationship to deliver best in class services delivered to drive service quality to new height.
• Responsible for timely, professional, accurate and service oriented response to all technical service enquires.
• Identify and isolates equipment start-up malfunctions and takes corrective action.
• On-The-Job Training for customer personnel and possibly dealers in equipment operation and maintenance responsibilities.
• Represents the company in a customer support role and is responsible for customer's satisfaction with equipment and servicing.
• Prepares daily logs and report of work performed.
• Implement and control workflow documents, and maintain proper practices to keep track of these documents.
• Communication skills must be adequate to interface effectively with customers both internally and externally.
• Analyse and provide advice for customers’ existing equipment status and recommended replacement schedules interface effectively with customers both internally and externally.
• Analyse complex engineering problems and offer effective resolutions.
• Interact with all engineering disciplines, project engineer and clients.
• Collaborate with cross functional teams within Engineering, Sales, and Product.
• To be committed & responsible for Quality Management System:
  • Implement the process approach and risk-based thinking.
  • Provide the necessary support to fully implement and sustain the QMS.
  • Communicating to the organization the importance of conforming to QMS requirements.
  • Ensuring the QMS meets its goals.
  • Engage, direct, and support individuals contributing to the QMS.
  • Create a culture of continuous improvement.

Qualifications

• Bachelor’s Degree in Electrical Engineering.
• Minimum 5 years of field experience in service and testing of Electrical power products.
• Basic knowledge of hardware, Power Supply or Electrical power system.
• Possess knowledge of products, markets channels and associated applications.
• Excellent interpersonal and communication skills.