Service Operations Supervisor

at  Instron

Company Description
Instron is a global organization that designs, manufactures, sells and services materials testing applications and its leadership in the marketplace is continually expanding. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.
Working with the FSE team Leads, be responsible for supervising all service and support operations within Germany. Be an effective partner, working in close cooperation with the Service Business Manager and the Service Account Representatives, to develop the Service business in line with corporate strategy.
Job Description

The primary responsibility is to supervise the FSE operations to guarantee that all technical issues are promptly managed and conducted to completion ensuring full customers satisfaction and that customer expectations are met at installations, warranty, breakdown, maintenance, contract services and training.

• To ensure that the Field Service team are managed in a manner that results in their development, promotes good employee relations, high motivation and commitment to the Company and ensures that the Field Service team have the required skills to meet the business objectives.
• Work with Service Business Manager review the FSE training and development needs in the context of the business needs.
• Working with the Field Service Team Leads drive performance, develop potential and provide support to team members, as required.
• Working with the FSE team Leads ensure that the appraisals and service excellence processes are fully embedded and utilized as key tools in the development of the field service team. Ensure that the effectiveness of training actions are continuously evaluated.
• Assist the Service Account Representative with the general service weekly planning.
• Ownership and accountability for signing of Calibration certificates and Calibration Audits
• Full ownership of the management of the installation process including but not limited to customer readiness discussion, visit planning. Ensure scheduled call with regional Sales colleagues and weekly meetings with the Service Business Manager to ensure the process is carried out smoothly and customer satisfaction.
• Responsible for the Customer feedback survey process post FSE visit and the provision of such feedback to the Service Business Manager in scheduled monthly update meetings.
• Responsible for providing support to FSEs on complex work and breakdowns whilst onsite.
• Responsible for providing local technical support to customers when in the office, in addition to general supervision duties.
• Visiting customers onsite as and when required.
• To act as first point of contact for team members.
• To ensure all customer service and support requests of all product lines assigned are managed in a prompt and professional manner and meet customer’s satisfaction in line with goals and business requirements of the company. Ensure that the Field Service Team Leads do the same and that our customer’s see value with the FSE visits.
• Ensure that all FSEs have the necessary tools to perform their jobs in the best efficient way.
• Approving FSE holiday requests, expenses and timesheets.
• Make a full contribution to the company’s efforts to reduce costs and to improve quality and efficiencies and work with the Service Business Manager, monitoring installation and warranty costs and activities to ensure that this area of the business is operated as efficiently as possible through actions and recommendations.
• To work with the Service Business Manager in identifying and exploiting growth and investment opportunities.
• Working with the Service Business Manager, drive continuous improvement in products and services.
• To work closely with Sales team in Germany to ensure seamless customer satisfaction and help promote growth through the implementation of joint sales and service strategies.
• To drive the culture to maintain Service Management software up to date and assure they are used to efficiently control the service operation.
• Regular communication with Centres of Excellence.
• Perform any other related duties as may be required from time to time.

QUALIFICATIONS

• Degree level or equivalent qualification in electronics, applied to automation technology
• Fluency in English and German - writing and speaking
• At least 5 years’ experience in a Service organization in the role of field service engineer and ideally 1 year of experience in leading teams
• Troubleshooting experience with electromechanical or servo hydraulic systems.
• Awareness of the Service organization structure and after sales.
• Additional relevant professional training/qualification would be preferred e.g. s team leadership or supervisory studies.
• Driving license without restrictions.
  Additional Information

Please refer the Job description for details