Job Description

Service Operations Department is looking for a Field Service Team Manager to be located in Johannesburg, South Africa. This is an interesting and challenging opportunity to be part of a dynamic, motivated & competent team and presents growth opportunities in one of the most interesting markets!

Key Responsibilities & Objectives

• The Field Service Team Manager will be responsible to bring focused leadership to a team of service engineers to maintain operational capability whilst balancing the needs of the customer, business, and the team. Support and coordinate team members to create an excellent customer experience & meet the Service market demands.
• This role will be combined with FSE duties (50% FS & 50% TM) (execute all services of our 360xc2xba service portfolio on specific products, modules, and systems.
• responsibility for planning the field service activities.
• Responsible for executing and providing technical support to customer: commissioning, installing, testing, repairing, and maintaining as well as condition monitoring and energy audits on products, modules and systems at customer site.
• Secure a strong QHSE culture within the team.
• Leading change management to adapt to new market demands.
• Manage and develop capabilities needed to support the overall Service strategy.
• Support proactive service sales by lead generation in collaboration with Service sales.
• Lead the team giving the direction and ensuring that they are performing with a strong customer orientated mindset.
• Lead the team even remotely giving the direction and ensuring that they are performing according with the service strategy with a strong customer orientated mindset.
• Coordination of service requests based on the customer, priority and communication with customers, segments and concerned service engineers.
• Closely monitor utilization and efficiency of service engineers and effective use of available resources.
• Closely monitor the Performance Agreements customers & ensure the delivery of professional & superior customer experience.
• Plan and visit customers at regular intervals for understand their requirements and satisfaction towards the services provided.
• Implement and follow up on relevant KPIs to measure and improve performance.
• Manage basic performance issues within the team appropriately and quickly.
• Identify training needs and keep track of FSE competence improvement and personal development and skills matrix updates accordingly.
• Ensure effective management of people in remote areas.
• Ensure that the team are equipped with the right tools and the tools are fit for purpose.

Workplace & Hierarchy

The position is located in Johannesburg, South Africa and the work area is mainly focused on the installed base across the South & East Africa. The position will be reporting to Regional Field Service Manager located in Dubai, U.A.E.

Candidate profile

Strong business acumen and strategic approach will guide the organization to reach to the next level and deliver excellent customer experience and timely delivery.

You are value driven person with high level of integrity. Your strong and courageous mindset is a key.

• A commitment to safety protocols and the ability to enforce safety standards within the team.
• Proven ability to lead & motivate a team, set goals, & manage performance effectively.
• Strong leadership qualities such as integrity,accountability. and the ability to inspire trust in team members.
• Ability to analyze complex issues, make informed decisions. and implement solutions in a timely manner.
• Customer centric approach to ensure high-quality service delivery and customer satisfactions.
• A focus on maintaining high service quality standards and continuous improvement.
• Ability to work well as part of a regional team within a matrix organization.
• Team / people oriented, thriving in multicultural environment.
• Dynamic, persistent, reliable and goal oriented
• Willingness to travel and work across the region on Field Service Jobs whenever needed.

Background

• An Engineering Graduate preferably in Marine/Mechanical / Electrical or relevant technical educational background
• Master's degree in management/MBA is preferrable.
• Minimum 7-10 years of experience in high speed and rotating equipment's used in Marine, Food & Energy industries.
• Strong skills in working with Electrical, PLC and Controls
• Experience in Budget management, controlling costs and optimizing resource allocation.
• Strong communication, skills in English, (spoken and written), are essential, along with an understanding of Microsoft Office products.
• Strong conflict Management & interpersonal skills
• Driving license is required.

Alfa Laval