Position: Regional Service Supervisor

Purpose of the job: The position is responsible for planning, prioritizing, and managing technical service activities; prioritizing tasks and working with schedulers/dispatchers assigning team members to ensure that the team’s resources are used effectively and that customer service agreements are fulfilled; completing estimates for Field Service Technicians; ordering and maintaining parts to support customer needs.

Main tasks and responsibilities:

? Lead a team of Service Technicians. Review and approve time, manage overtime. Expense reporting and approvals.
? Ensure that repairs, maintenance and installations are completed on time, within budget, and according to customer requirements.
? Provide front-line technical support for technicians and customers. Handling service-related customer complaints/Issues.
? Parts ordering and tool inventory control. Manage parts requests from technicians and customers.
? Develop, evaluate, and review technical service procedures and standards, and research, evaluate, and recommend new equipment and tools to enhance the capabilities of the technical service team.
? Work with sales, installation scheduler, technicians and customers to manage installations.
? Mitigate work order and billing issues.
? Assist Service coordinator with dispatching service techs.
? Support NSM in managing P/L. Complete Weekly Region update for NSM.
? Optimize all activities to support the budget. Monitor cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
? Customer visits and relationship development.
? Monitor and develop operational efficiency, productivity, personnel performance as well as fixed costs.
? Research and drive business opportunities within scope of strategy.
? Provide same day response times for customers.
? Identify technician’s technical abilities and recommend training needed to develop where needed. Utilizing the training matrix for direct reports.
? Manage daily billing and contract compliance. Track invoicing, review accuracy and approvals.
? Performance reviews and position requirements.
? Recruitment and interviews of technicians/support staff.
? Effectively onboard new hires coordinating with IT, HR and NSM to support where needed
? Other duties, as assigned.

Yamazen Services Customer Satisfaction Code of Practice

Satisfying our service customers is a key part of Yamazen business growth strategy. We must ‘fix our customers’ to the same high standards that we ‘fix their machines’.

To ensure customer satisfaction, all Yamazen service personnel in contact with customers must act in accordance with the following Code of Practice:

1. Treat every customer representative with professional respect and courtesy.
2. Comply with all customers’ safety and operating procedures, rules and guidelines when attending their site or premises.
3. Listen carefully to customer representatives who have accountability for service management decisions. Ensure a clear understanding of their view of any service requirement or situation. Summarize and restate that understanding and then propose actions to get the job done and consult with Yamazen Supervisor as appropriate.
4. Summarize and restate that understanding and then propose actions to get the job done and consult with Yamazen Supervisor as appropriate.
5. Ensure that service actions proposed are as mutually cost-effective as possible for the customer as well as Yamazen and can be completed with the minimum disruption to the customer’s business activities.
6. When needed, explain actions to be taken in the level of technical and logistical detail required by the customer.
7. When appropriate, indicate an estimated timescale for any work required.
8. Demonstrate total commitment to finish planned work on schedule and be clear and open with the customer when any deviations to that schedule become unavoidable.
9. When appropriate, keep the customer fully informed as service work progresses and ask for feedback from the customer, taking corrective action wherever necessary.
10. Remain positive, task-focused and professional always, even in the event that any representative of the customer might demonstrate high levels of emotion in stressful situations.

Manage all relationships with customers to encourage them to do business with Yamazen on a continuing long-term basis.

 

Skills and Qualifications:

• The preferred candidate will possess a strong service background that includes direct experience in troubleshooting and repair of major CNC machine systems, with the ability to read part diagrams and schematics.
• Technical experience, preferably with course work and/or a degree.
• Supervisory experience.
• Quick at learning, teaching, and implementing systems and software.
• Strong team building and collaborative working skills.
• Superlative communication skills. Positive and purposeful leadership.
• Must be able to travel regionally every week to visit office(s), individual ST’s, Sales management, customers, and vendors.

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