Field Engineer (Lift industry)

Vision Elevators (Pty) Ltd; Johannesburg; On-site; ZAR 300,000 - 550,000; Full time

Job summary

A leading lift service provider in Johannesburg is seeking a qualified Field Engineer to oversee elevator and escalator servicing, maintenance, and repair. Responsibilities include monitoring call-out rates, assisting technicians, and ensuring customer satisfaction. The ideal candidate must be a Qualified Lift Mechanic with experience in the lift industry. This role offers opportunities for professional development and a focus on quality service.

Qualifications

• Experience in the lift industry required.

Responsibilities

• Monitor call-out rates and resolve sick units on different routes.
• Assist technicians with complex technical problems.
• Conduct project handovers and prepare quotations for repair work.
• Monitor quality of workmanship through regular site visits.
• Recommend training initiatives for service performance.
• Accountable for customer satisfaction and quality of service.
• Manage service technicians' development and performance.

Education

Qualified Lift Mechanic

Job description

Overview

A local and nationally represented company specializing in the supply, installation and maintenance of products for the vertical lifting industry is looking for a qualified Field Engineer who will be primarily responsible for servicing, preventive maintenance and repair work on Elevators and Escalators. Please note: you must have experience in the lift industry.

Role And Responsibilities

• Service monitoring process: monitor call-out rate on jobs and resolve "sick units" on the different routes; monitor daily/weekly repeat calls to identify sick units and ensure resolution; verify if callbacks are chargeable or not based on the technician\'s opinion; monitor units on shutdown report and assist in resolution to have these units placed back into operation promptly; liaise with technicians, branch admin and procurement to minimize downtime; manage technical teams to ensure maintenance is completed safely, timely and to the prescribed/legislated standard; monitor completion of biannual and annual inspections completed by technicians and ensure correct recording.

Service Department Assist Process

• Assist in solving more complex technical problems; assist and travel to sites where technicians may be struggling with a call-out or repair; assist with repairs if the technician is unable to complete the repair himself.

Service Sales and Assessment Process

• Conduct project handover between construction and service departments; assist Service Manager and Administrators with the preparation of quotations for repair work; conduct paid assessments and draft reports of findings.

Quality Control and Auditing Process

• Complete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by technicians; monitor technician performance and recommend performance/disciplinary intervention to HR when required; keep up to date with regulations/policies/procedures applicable to the maintenance and repair of the company\'s products; make recommendations for upgrades to comply.

Recommendations and Training

• Recommend training initiatives to improve service performance and customer satisfaction; identify shortcomings and recommend improvements to equipment/systems/policies for better quality units and service levels.

Customer and Subcontractor Relationship Management

• Accountable for customer satisfaction and quality of service; attend to difficult customer technical queries or interventions when required; accountable for subcontractor quality and service performance; develop and maintain cordial and professional relationships with customers and subcontractors; thoroughly investigate and resolve all critical customer problems.

People Management / Leadership

• Accountable for people (service technicians) development and well-being, and managing performance; determine objectives, plan, organize, communicate, control, and motivate the service team; identify field operative training needs and manage training plans; ensure all service technicians comply with safe work practices in accordance with OH&S standards.

KPI

• Performance measures: number of callouts reported monthly (pattern, increase or decrease); maintain a callout rate of 10% or less in your region; improvement in technicians\' knowledge base (measured by survey and reporting); number of unresolved technician and customer complaints; ensure not more than 1% of units in your region are on shutdown and attend to shutdown units within 48 hours; time taken to return units into service from shutdown.

Qualifications

Qualified Lift Mechanic