Field Service Supervisor

at  Opsydia Limited

We are looking for a Field Service Supervisor to help us scale our next-generation laser processing platform.
Opsydia is transforming security and traceability in the diamond gemstone industry with our precision laser technology, which can write tamper-proof, permanent identities inside diamonds and other precious gems. Our first deployed products, the Dx000 series systems, utilise optical techniques and machine vision to secure diamond identities on a commercial scale, supporting transparency and traceability initiatives for ethical supply chains.
Our technology also provides a platform for next-generation functional devices in diamond. In the research and development stage it has a number of potential disruptive applications, from quantum devices to chemical and magnetic sensors.

EQUAL OPPORTUNITIES

We are an equal opportunities employer and champion equality, diversity and inclusion in the workplace whilst creating a working environment which promotes dignity and respect for all.
We consistently post our job descriptions across a wide range of recruitment platforms to enable us to garner the most diverse range of candidates we possibly can.

ALTERNATIVE FORMAT

We can provide our job descriptions in an alternative format of video or audio description.
Your data will be held in line with our recruitment privacy policy available at https://opsydia.com/recruitment-privacy-policy

The Field Service Supervisor will play a critical role in overseeing and managing the technical support team, ensuring the highest level of service to customers globally. You will lead field service engineers, ensuring efficient coordination of installation, maintenance, and troubleshooting tasks, while maintaining exceptional customer relations.
The role requires a strong mix of hands-on technical skills, leadership capabilities, and excellent communication to manage a high-performing service team.
This is a dynamic role; requiring international travel to customer sites for overseeing installations, commissioning, and field maintenance, as well as continuous process improvements in collaboration with other engineering teams.
You will also be required to support production activities to ensure system builds are completed and tested ahead of delivery.

In particular you will:-

• Lead the coordination of schedules, workloads, and technical training to maintain high service standards.
• Act as the primary contact for customer support issues, ensuring timely and professional communication. Coordinate troubleshooting and resolution of system issues, utilising remote diagnostic tools as required.
• Oversee and participate in the installation, commissioning and maintenance of deployed systems globally, ensuring successful project delivery and customer satisfaction.
• Plan and coordinate travel logistics for the service team, including researching travel requirements and ensuring smooth operations during international visits.
• Identify opportunities to enhance support procedures and develop initiatives to streamline workflows, reduce system downtime, and improve overall service performance.
• Work closely with Production, Systems Engineering and Software Engineering to improve service processes, document best practices and ensure service manuals and trouble shooting guides are up to date.
• Ensure all team activities comply with health and safety regulations, particularly during on-site installations and maintenance.
• Deliver training on system use for new or existing customers.
• Support production by undertaking inspection, assembly, set-up (including optical and software) and testing of the systems.
• Support R&D and systems laboratory and development work as required.