Field Engineer

Overview A local and nationally represented company specializing in the supply, installation and maintenance of products for the vertical lifting industry is looking for a qualified Field Engineer who will be primarily responsible for servicing, preventive maintenance and repair work on Elevators and Escalators. Please note: you must have experience in the lift industry. 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 technician\'s 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 minimize downtime; manage technical teams to ensure maintenance is completed safely, timely and to the prescribed/legislated standard; monitor completion of biannual and annual inspections completed by technicians and ensure correct recording. 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 reports 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 company\'s products; make recommendations for upgrades to comply. Recommendations and Training Recommend training initiatives to improve service performance and customer satisfaction; identify shortcomings and recommend improvements to equipment/systems/policies for better quality units and service levels. Customer and Subcontractor Relationship Management Accountable for customer satisfaction and quality of service; attend to difficult customer technical queries or interventions when required; accountable for subcontractor quality and service performance; develop and maintain cordial and professional relationships with customers and subcontractors; thoroughly investigate and resolve all critical customer problems. People Management / Leadership Accountable for people (service technicians) development and well-being, and managing performance; determine objectives, plan, organize, communicate, control, and motivate the service team; identify field operative training needs and manage training plans; ensure 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); maintain a callout rate of 10% or less in your region; improvement in technicians\' knowledge base (measured by survey and reporting); number of unresolved technician and customer complaints; ensure not more than 1% of units in your region are on shutdown and attend to shutdown units within 48 hours; time taken to return units into service from shutdown. Qualifications Qualified Lift Mechanic #J-18808-Ljbffr