South Africa Job Openings
Astec Industries South Africa/ AME
Field Service Supervisor & Technical Product Support
Boksburg
FULL TIME
December 3, 2024
The Field Service Supervisor is responsible for providing superior service to customers of Astec. The Supervisor oversees the Field Service Technicians, ensuring that all Astec equipment operates efficiently, installations are correct, and equipment is used effectively.
Duties and Responsibilities
Service
- Ensure the highest level of customer experience and satisfaction through effective communication both prior and post service work.
- Direct the Service Department in line with Astec policies, goals, and objectives.
- Evaluate the performance of the Service Department against planned objectives and based on reports from customers.
- Co-ordinate service team members on service and warranty jobs efficiently towards most effective and economic performance.
- Supervision of Field service personnel and ensuring that all service department personnel practices are compliant with Client Site Regulations & Company policy and legislation.
- Assisting field service technicians with technical trouble shooting on site.
- Maintain a safe and productive work environment.
- Providing guidance to field service personnel to resolve general and technical problems.
- Overseeing client contractor packs to ensure accuracy and compliance.
- Assist Field Service Administrator with estimations of timeframes for various jobs to ensure accurate and timeous quotations are generated and circulated.
- Conduct Technical training courses to stakeholders on Astec equipment.
- Conducting Monthly inspections on service vehicles and tools and maintain inspection records.
- Act as a liaison between Field Service Technicians and other departments to report field failures, product quality / failures, recurring equipment issues, determining methods to rectify deficiencies.
- Maintain document retention systems for easy reference of service-related documents.
- Focus on continuous improvement and documentation of processes and procedures.
- Overseeing new equipment installations and liaising between customers, engineering and manufacturing departments to solve initial operating problems.
- Stock Equipment PDI’s for designated product line.
- Service Team are trained to support the designated product line by making use of Astec University.
- Support Department efforts to rapidly support clients on Astec equipment as part of the 24/7 support structure .
- Support Department efforts to rapidly identify manufacturing, assembly and design related issues.
- Identification of issues for consideration of PIP (Product Improvement Program) action, liaise with Factories to execute all related PIP’s for affected equipment.
- Determine validity of warranty jobs with customers, prepare and submit warranty claims to factories, manage submissions through to completion.
- Qualified Red Seal Artisan.
- Strong mechanical knowledge and aptitude.
- An in-depth understanding of the functional elements of the full Astec or Equivalent OEM products range is essential.
- At least 5 years’ experience in a supervisory capacity.
- Solid works experience will be advantageous.
- Highly organized individual with exceptional multi-tasking skills.
- Well-developed leadership skills.
- Intermediate level computer skills on Microsoft Office & CRM.
- Mathematical skills with an emphasis on accuracy of calculation.
- Front line Customer Service Skills.
- Office Management, negotiation, and administrative skills.
- Strong problem-solving and team-building capabilities.
- Effective communication skills with customers.
Application Deadline: 2024/12/13
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