Wtd Tech Services Manager US
Discussion
Undertake the day to day management of the Field Support Engineers and manage all hardware and mechanical aspects of the helpdesk operation. Provide both on-site and remote engineering support for the companys automation products primarily in the USA but also in the UK and Europe. Support the Services management in making the Field Support Team more efficient and effective. Provide remote and onsite sales and commercial support. Work with peers to coordinate US support operations including software support, inventory management, and equipment maintenance.
Key Job Accountabilities
• Provision of the day to day support requirements to the Services customer base. This includes adherence to SLA call metrics, and customer satisfaction goals.
• Developing the Field Support team such that all products/sites have two Field Support Engineers capable of supporting them. All progress towards this goal should be logged.
• Perform line management duties such as performance reviews, disciplinary, recruitment and selection, training and development plans.
• Ensuring that all Field Support Engineers are equipped with the correct tools for them to complete the tasks asked of them in a safe and effective manner. This includes all certifications and compliance to ISO 9000 process and training requirements.
• Manage the resource loading such that resources are properly utilized including proper downtime and coverage of emergencies.
• Ensuring that routine preventative maintenance is performed on all machines where the customers hold service contracts.
• Ensuring that all documentation relevant to Partnership Services activity is completed and logged in a timely manner. This would include the signing off timesheets, expenses, service visit reports, PM checklists, etc.
• Maintaining the accuracy of the Service Management System database for all recorded activity.
• Ensuring that company and any local legislative safety standards are continually met.
interested? drop me a line
Key Job Accountabilities
• Provision of the day to day support requirements to the Services customer base. This includes adherence to SLA call metrics, and customer satisfaction goals.
• Developing the Field Support team such that all products/sites have two Field Support Engineers capable of supporting them. All progress towards this goal should be logged.
• Perform line management duties such as performance reviews, disciplinary, recruitment and selection, training and development plans.
• Ensuring that all Field Support Engineers are equipped with the correct tools for them to complete the tasks asked of them in a safe and effective manner. This includes all certifications and compliance to ISO 9000 process and training requirements.
• Manage the resource loading such that resources are properly utilized including proper downtime and coverage of emergencies.
• Ensuring that routine preventative maintenance is performed on all machines where the customers hold service contracts.
• Ensuring that all documentation relevant to Partnership Services activity is completed and logged in a timely manner. This would include the signing off timesheets, expenses, service visit reports, PM checklists, etc.
• Maintaining the accuracy of the Service Management System database for all recorded activity.
• Ensuring that company and any local legislative safety standards are continually met.
interested? drop me a line
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