Service Operations Supervisor

Company Description

In this role you will be responsible for supervising all service and support operations within France and other areas assigned by leading the Field Service Engineer Team. You will be an effective partner, in close cooperation with the Service Business Manager and office personnel, to develop the Service business in line with corporate strategy.

**Job Description**:
The primary responsibility is to supervise the FSEs team to guarantee all Technical aspects are promptly managed and conducted to completion, assuring fully customers satisfaction and that their expectations are met at installations, warranty, breakdown, maintenance, contract services and training.
- To supervise FSE team in a manner that results in their development, promotes good employee relations and high motivation and commitment to the Company by setting objectives, conducting appraisals, regularly reviewing their training and development needs and ensuring that the FSEs have the required skills to meet their objectives.
- Working with the Service Business Manager, review the training and development needs and evaluate the effectiveness of any training actions by monitoring the employee’s performance.
- Working with the Service Business Manager to drive performance, develop potential and provide support to team members, as required.
- To act as first point of contact for team members.
- To arrange servicing schedules in discussion with the service administration team.
- To assure 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 service engineers do the same and that our customer’s see value with the FSE visits.
- To assure all FSEs have the necessary tools to perform their jobs in the best efficient way.
- 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 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.
- Perform any other related duties as may be required from time to time.

**Technical Competencies**:

- Solid background and experience in electronic applied to high technology systems and industrial automation.
- Very good knowledge of other disciplines such as software, firmware and their principles.
- Very good knowledge of other disciplines such as mechanical, pneumatic and electrical engineering, meaning:

- ability to read and understand electrical schematics/ wiring diagrams/ mechanical drawings with mínimal assistance
- Competencies on material testing and characterization, together with calibration accredited are preferred.
- Problem solving and troubleshooting capabilities

**General**:

- Organizational: be well organized, fully focused to objectives and able to interact with all levels of the organization as required to get the job done.
- Prioritization: be able to prioritize through the evaluation of open tasks and our customer needs.
- Self-starter: be pro-active and able to work with minimum supervision.
- Very good communication skills with a strong aptitude for good relationship.
- Customer oriented: Able to create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
- Leadership skills: ability to develop and motivate others whilst ensure targets are met.
- Team player: can energise and enthuse teams around a common goal or purpose, working well as both a team player and a team supervisor, as required.
- Ability to take decisions and responsibility when necessary and coach reports to do the same.

**Qualifications**:

- Degree level or equivalent qualification in electronics, applied to automation technology
- Good English and French language level (reading, writing and speaking)
- At least 5 years’ experience in Service organization
- Awareness of the Service organization structure and after sales.
- Additional relevant professional training/qualification would be preferred.
- Driving license cat. B

Additional Information

A variety of office and factory environments with limited physical discomfort due to temperature, noise, dust etc.

A degree of travel to visit customers, remote engineers, office and