Supervisor Service Operations North America and EMEA Only

Vertiv Group; Madrid; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading technology solutions provider is seeking a Service Field Coordinator/Team Leader in Madrid. This role involves overseeing Customer Engineers, ensuring service quality and efficiency, and maintaining customer satisfaction. The ideal candidate has extensive experience in the HVAC industry, excellent management skills, and proficiency in both local language and English. This full-time position offers dynamic responsibilities and opportunities for professional growth.

Formación

• Minimum 10 years experience in the Air Conditioning industry or UPS industry.
• Good command of the local language and English.
• Able to work under pressure and remain well-organized.

Responsabilidades

• Supervise 10 direct Customer Engineers.
• Ensure efficiency and productivity targets are met.
• Provide technical support and maintain safety standards.

Conocimientos

Customer service oriented

Managing people

Project coordination

HVAC knowledge

Educación

Air Conditioning or Electrical engineering high school diploma

Herramientas

Microsoft Office

Microsoft Project

Descripción del empleo

Position Title

Service Field Coordinator / Team Leader

Reporting to

Service Supervisor

Date

2023

Role Statement

To assure installation service and repair of Company products at customer premises maintaining relations with customer salesman distributors and other within his / her area.

Responsible for the day to day running of a team of Customer Engineers and Subcontractors (where applicable) in a given geographical area

Improve overall customer satisfaction in the assigned area

Control and constantly improve efficiency and productivity of CEs and Subcontractors in the assigned area

Cooperate with Service Sales Engineers to achieve sales objectives

To assure the execution of all the controls prescribed by I.T.C. Regulation for legal commerce of products (also HQ / SW) services systems and technologies in total or composed by parts produced in USA. ITC Regulation Grading : Overview

Key Duties & Responsibilities

• Respond in a professional manner to all assigned service calls while on duty
• Read understand and comply with all procedures outlined in the Field Procedure Manual
• Perform all work in a safe manner and in accordance with established company safety policy and local regulations
• Keep dispatching center informed of your schedule and the status of all open jobs
• Ensure spare parts are properly accounted for using established parts procedures
• Submit periodically paperwork in a timely accurate and complete manner and in case of Wireless Field Service debrief the performed job at the Customers premises
• Maintain the accuracy of the customer and installed base database by reporting errors
• Actively seeks and report sales or service leads to the proper department.
• Being a reference point for key customers in case of emergency and troubleshooting
• Ensure availability to work during week-end and night in compliance with local labor laws
• Allocate and control staff holidays absence sick leave and co-ordinate with HR and Service Operations Manager or Service Supervisor
• Ensure efficiency productivity and overtime targets are met and workload is fairly distributed
• Ensure reaching relevant KPI targets (PM completion First time fix Customer Engineer productivity Customer Engineer efficiency) within his team / area and develops improvement plans in cooperation with the Service Operations Manager
• Provide technical support to CEs and customers on site technical assistance with difficult problems
• Visit and monitor customer sites to ensure engineers are maintaining an appropriate standard of safety and workmanship
• Carry out regular site and CE Health & Safety Audits and provide a report to Health & Safety
• Be responsible for van stocks inventory and ensures van stock transaction discipline
• Lead investigation on customer complaints agree remedial action and correspond with the client as appropriate
• Supervise the warranty claim process for his / her area and team
• Ensure total discipline in the use of the ERP system and Wireless Field Automation by the team in the assigned area

Administer On the Job Training for the team

Ensure that engineers have the correct tooling to carryout the works maintain the calibration log ensure electrical equipment P.A.T testing requirements are fulfilled and updated

Ensure all engineers time sheets and records are collated and processed for remedial works and invoicing in good time and ensure monthly cut off are not delayed.

Assist dispatching team with the organization of works

Provide 24 hours 365 days a year mobile phone & pager support to engineers and the dispatching centers

Transfer leads to the sales team

Key Dimensions

Supervising 10 direct Customer Engineers

Area size of business $6M / year (base year)

Job Requirements

School Background

• Air Conditioning or Electrical engineering high school diploma

Language skills

• Native in the local language; Good English

Technical / Functional skills

• Minimum 10 years experience in the Air Conditioning industry / UPS industry
• Computer Literate (All office associated programs including Out Look and Microsoft Project)
• Able to manage people and coordinate / run projects
• Well organized and able to work under pressure

Attitudes

• Customer service oriented

Notes

The above duties and responsibilities are intended to describe the general nature and requirements of the position and are not intended to be an exhaustive order to achieve business objectives other duties may be included at the discretion of the

Required Experience

Manager

Key Skills

Business,Patient Care,Compliance,Facility,Emergency,Accounting,HVAC,Daily Operations,Direct Supervision,Professional Development,Service Management,Service Operations,Service Quality,Payroll,Service Technician

Employment Type

Full Time

Experience

years

Vacancy

1