Field Service Supervisor

Position Summary

• Execute the technical services strategy for [Company] Aftermarket, striving to be more customer focused, fully responsive and successful in meeting the 24/7 technical service needs of customers.  Develop a collaborative relationship with the balance of HNA to establish this area as the “go to” place for technical field service knowledge.  Focus on providing valued solutions to customers, utilizing HNA’s services as well as [Company]  products.  Manage a team of home based field service / testing technicians, including service call assignments, customer reports and technical product skills development.

Key Responsibilities, Accountabilities & Deliverables

• Responsible for supporting and supervising the service organization of HNA Aftermarket consisting of Field Service and Testing Services.   This includes accountability for executing the revenue generating orders obtained by the Sales group, while minimizing costs, increasing utilization and improving customer satisfaction, recognizing the 24/7 nature of the business.
• Ensure safe work practices are followed by consistently seeing that Environmental, Health &Safety [EH&S] training is provided to all staff members, reporting all safety incidents and near misses on a timely basis and maintaining the goal of “zero” lost time incidents.  This includes pursuing all field safety reporting requirements with field service technicians.
• Execute the tactical plan, based on the three to five year strategic plan, corresponding to the organizational needs for Technical Services in order to support profitable growth of [Company]  Aftermarket, including staffing and structuring the department to support these goals.
• Communicate meaningful departmental performance KPI’s and Guidelines to staff in order to increase [Company]  support of its installed base in North America.  Use the reporting system to measure and track performance.
• Assist Sales, Key Account Managers and the Sales Rep Network to improve [Company] responsiveness to customers by making staff available to make sales calls, perform technical walkdowns, and provide solutions to customers that distinguish [Company]  proposals and capabilities.
• Suggest improvements to processes and procedures in order to improve customer response time and accuracy of all data through team based approaches, developing KPI’s to track and measure performance.
• Participate in the effort to provide your organization, and when appropriate, the Aftermarket group, the balance of [Company] and Sales Reps, with meaningful information, knowledge, and tools in order to support the customer.
• Encourage the Technical Services staff to generate sales leads from customers who could benefit from additional support in order to improve solutions provided, improve relationships and support/grow the installed base of [Company] Aftermarket.
• Increase employee effectiveness by increasing product knowledge through educational offerings, communications and technology so that the focus is on selling solutions, not products.
• Utilize trips to the field by you and your staff to continually gather critical site information about [Company] installed base, collect information for the Customer Relationship Management [CRM] system and provide information to Sales for additional opportunities; and improve global visibility of [Company] Aftermarket in the CRM system.
• Maintain close working relationships with customers and technicians in order to understand the competitive marketplace and suggest plans / programs to leverage that knowledge to offer not only additional or improved services, but also additional products for the benefit of customers and[Company] .
• Support in-house manufacturing, when needed, by having Technical Services staff available to supplement existing personnel to meet customer needs during peak periods.
• Continually cross-train staff so that customers’ requirements can be continuously and consistently met by Technical Services’ knowledgeable and trained staff without business interruption.
• Travel with technicians to customer sites, as appropriate, to maintain a solid understanding of customers’ needs as well as to continually improve knowledge of [Company] products and services.

Key Performance Indicators

• Service Performance KPI’s (to be developed)
• Sales support KPI’s (to be developed)
• Growth of customer base year on year
• Development of succession plan

Experience, Competencies and Education
Essential

• Bachelor’s Degree in a technical or business area or equivalent experience.
• 3 years of relevant business background including sales, product management, customer service, engineering, and/or field service.
• A solid understanding of the product/service offerings and customer base.
• Ability to create and maintain strong relationships with customers, employees and Sales Reps.
• High moral and ethical standards; integrity is continuously apparent.
• Proficient in Microsoft Office Products – Word, Excel, PowerPoint, Outlook, etc. 
• Comfortable navigating the internet.
• Strong interpersonal skills – active listener, clear and concise communicator (both oral and written); proven collaboration skills.
• Strong analytical skills.
• Able to juggle multiple priorities and projects effectively.
• Comfortable and effective working in the “virtual world”

Desirable

• Experience with servicing highly engineered equipment and products, preferably through a sales rep. network.
• Experience working as a Technical Service field employee.