Field Engineer

PLEASE READ THE JOB SPECS BEFORE YOU APPLY - YOU MUST HAVE EXPERIENCE IN THE LIFT INDUSTRY We inspire our colleagues to act as Entrepreneurs in their roles by injecting passion enthusiasm and drive whilst taking responsibility for their overall contribution to deliver the wider business objectives. Keeping our Colleagues Safe is at the heart of everything we do and we are a business which has unique engineering capabilities providing full lifecycle support for urban mobility and vertical transportation. Role and Responsibilities Service monitoring process Monitor call-out rate on jobs and resolve sick units on the different routes. Monitor daily / weekly repeat calls to identify sick units and ensure resolution. Verify if callbacks are chargeable or not based on the technicians opinion. Monitor units on shutdown report and assist in resolution to have these units placed back into operation promptly. Liaise with technicians branch admin and procurement to ensure all measures are taken to minimize downtime. Manage technical teams to ensure all maintenance is being completed safely timeously and to the prescribed / legislated standard. Monitor completion of the biannual and annual inspections completed by technicians. Ensure this is being done and recorded correctly. Service department assist process Assist in solving more complex technical problems Assist and travel to sites where technicians may be struggling with a call-out or repair. Assist with repairs if the technician is unable to complete the repair himself. Service sales and assessment process Conduct project handover between construction and service departments. Assist Service Manager and Administrators with the preparation of quotations for repair work. Conduct paid assessments and draft report of findings. Quality control and auditing process Complete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by technicians. Monitor technician performance and recommend performance / disciplinary intervention to HR when required. Keep up to date with regulations / policies / procedures applicable to the maintenance and repair of the companys products. Make recommendations for upgrades in order to comply. Recommend training initiatives to improve service performance and customer satisfaction. Identify shortcomings and recommend improvements to the equipment / systems / policies that would result in better quality units and better service levels. Customer and subcontractor relationship management Accountable for customer satisfaction and quality of service Attend to difficult customer technical queries technical reports or interventions when required. Accountable for subcontractor quality and service performance. Develops and maintains a cordial and professional relationship with the customers and subcontractors. Thoroughly investigate and resolve all critical customer problems. People management / leadership Accountable for people (service technician) development and well-being and managing the performance of the team and individuals. Determines objectives and plans as well as organizes communicates controls and motivates the service team. Identifies field operative training needs and manages training plans. Ensure that all service technicians comply with safe work practices in accordance with OH&S standards. KPI Performance measures : Number of callouts reported monthly (pattern increase or decrease in number). Ensure a callout rate of 10% or less in your region Noticeable improvement in service technician knowledge base and understanding (passed on from yourself). Measured by survey and reporting. Number of unresolved technician and customer complaints Ensure not more than 1% of the units in your region are on shutdown. Attend to shutdown units are attended to immediately and put back into service within a maximum of 48 hrs. Time taken to return units into service from shutdown. Qualifications Matric N6 Electrical Trade tested lift mechanic Lift inspector Remote Work : No Employment Type : Full-time Key Skills Active Directory, Technical Documentation, Windows, On-Site Support, Test Equipment, Linux, Internet, Preventive Maintenance, Technical Assistance, Troubleshoot, Problem Resolution, Setup, hardware, Technical Support, UNIX Experience : years Vacancy : 1 #J-18808-Ljbffr