Field Engineer

Company Description

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, preventative maintenance and repair work on Elevators and Escalators

Job Description

PLEASE READ THE JOB SPECS BEFORE YOU APPLY - 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 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 company's 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

Qualified Lift Mechanic