Your role
Mission
The CT Service Supervisor is responsible for ensuring that the services are delivered efficiently and accurately for all customer deployments and to make sure that we leave our customers satisfied. As a supervisor, the role will need to make sure that all service engineers are trained, certified and skilled to execute the job.
Job Description
- Work closely with planners, service operations manager, technical support and Sales team to carry out instructions accurately and efficiently
- Monitor service engineers’ performance in terms of behavior, technical knowledge, skill, customer centricity and compliance to standard operating procedures.
- Track and monitor KPIs such as Safety, First Time Fix, Certification, Customer Satisfaction, MAM Sync, Time on site and other related KPIs leading to service excellence
- Ensure that all service engineers are properly equipped with the proper tools and PPEs
- Enforce all service engineers to comply with all SOP which includes but not limited to the deployment process, submission of all required documents to close out the job, proper tagging of man hours, MAM sync and others.
- Provide technical assistance via 24-hour service hotline support
- Track and monitor all customer deployments, issues, concerns and action plans
- Ensure a 2–4-hour response time to all customers and stakeholders
- Conducts regular team meetings to address concerns, issues, discuss best practices, people recognition and process improvements.
- Implement 5S and use of proper uniform to all service engineers
- Participate as needed in customer collaboration meetings with promptness and diligence.
- Ensure competency availability for long term within the team and anticipate competency evolution leveraging tools and processes dedicated to it (competency review)
- Follow and enforce standard processes and procedures published in the Atlas Copco Management System
- Perform duties in accordance with Atlas Copco standards, while striving to meet the needs and expectations of the customer
Sustainability
- Conserve environmental and company resources by adapting to digital work instructions and programs.
- Actively report risk observations through Bwise or as instructed by the SHEQ (Safety, Health, Environment and Quality Control) supervisor.
- Participate in Health and Safety programs and observe SHEQ policies and guidelines. (see Quality Management in Sharepoint for reference)
Performance And Development
- Subscribe to individual training and development program in Learning Link.
- Participate in all employee engagement programs such as: Cafehan, team building, bootcamp, toolbox meeting and ACEC.
- Provide objective feedback to immediate manager for improvement, share bright ideas and report BCOP (Business Code of Practice) violations within the organization or of external stakeholders.
Others
- Any additional task that will be assigned depending on appropriate training, experience, qualification, and authority commensurate to responsibilities and available resources
To succeed, you will need
Experience
- Desirable working experience in a similar industry leading or supervising Service Operations team doing equipment installation, commissioning, site technical assessment, preventive and corrective maintenance.
Knowledge
- Computer proficiency
- Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc.
- Excellent communication and presentation skills both written and verbal
- Efficient work management
- Customer Relationship/Management, Retention skills, Coaching and Mentoring
- Product technical knowledge
In return, we offer
Benefits Upon Hire
- Group Corporate Travel Insurance
- Group Life Insurance
- Meal Allowance
- Mobile Plan
- Online Training Programs
- Personal Accident Insurance
- Service vehicle
- Birthday GC
- Coffee Allowance
- Company Events
- HMO
- International Training Programs
- Bigger Regular Holiday Payment
- Wellness Program
- Christmas GC
Benefits Upon Regularization
- Christmas GC
- Christmas Door Prize
- Annual Salary Review
- Medicine Allowance
- Medicine Subsidy (70/30) - Group Hospitalization Plan
- Gratuity Pay
- Rice Allowance
- Salary Loan
- Uniform
- Wedding Gift
- Service Award
- Retirement Plan
- Bereavement Benefit
- Bereavement Leave
- Sick Leave
- Prolong Sick Leave
- Vacation Leave
- Additional Anniversary Leave
Other Perks
- Free medical exam
- A friendly, family-like environment
- Plenty of opportunity to grow and develop
- A culture known for respectful interaction, ethical behavior and integrity.
Access to global Job opportunities, as part of Atlas Copco Group
Job location
Contact information
Uniting curious minds
Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.
