Field Services Supervisor

RESPONSIBILITIES:

• Field Services Supervisor’s are both front line supervisors and productive field technicians
• They provide effective on the job leadership and training to team members to ensure the team is capable of meeting customer & corporate objectives. 
• In addition to the leadership aspect of the role, Field Services Supervisors are responsible for the efficient operation, day to day planning and effective performance of their designated crew
• This includes, but is not limited to, enforcing Terex Mining Canada policy & processes, superior customer service as well as safe work practices. 
• Field Services Supervisor’s are charged with supervising daily operational issues, are expected to work cross functionally with Customer Planners & Maintenance Managers as well as our Service Manager & sales group to contribute to operational effectiveness.
• Field Services Supervisors oversee parts being shipped to the field for service repairs, provide in-field product support for all products, institute field change requests & relay problems to the Service Manager to be resolved through a team effort.

PRIMARY RESPONSIBILITIES

Communication & Culture:

• Primary channel for communication to Field Service Technicians and hence have a direct impact on team culture. 
• Ensure customer & corporate messages are clearly communicated and comprehended. 
• Provide feedback to management concerning issues identified by team members as appropriate. 
• Organize and lead weekly meetings with team members to foster a forum for open, two-way communication.   

Performance Management:

• Continuously monitor production team performance, identify opportunities for improvement.
• Where skill and/or process deficiencies exist, provide leadership in terms of generating solutions for the identified deficiency.   

Process Improvement:

• Participate in service oriented improvement initiatives and should be consistently and systematically seeking out ways to improve production operations. 
• Provide technical expertise to participate in the development of solutions, but should also be capable of identifying technical gaps and soliciting input from internal/external subject matter experts.
• Review all warranty reports and non-compliance reports generated by customer and/or team members in their area of responsibility. 
• Participate in the development and implementation of corrective action. 
• Ensure team members are aware of warranty and non-compliance report issues and are trained on corrective actions.  

Planning:

• In conjunction with Customer Production Planners & Maintenance Managers as well as Terex Service Manager schedule team members, organize daily team production schedules and assign work orders to respective team members. 
• Assist in the development promise dates for individual work orders and organize field service resources to ensure product is available to promise. 
• Demonstrate flexibility and creative thought in terms developing solutions to scheduling problems and bottlenecks. 
• In the event of an anticipated deterioration to the promise date provide timely feedback to Service Manager.

Accounting:

• Review hourly staff daily service reports for accuracy.  Investigate and correct discrepancies. 
• Sign and approve daily service reports as accurate.
• Operate within budgetary guidelines as laid out by the service manager

Technical

• Identify and solve equipment problems
• Refers situations outside predetermined empowerment levels to the Service Manager for a collaborative & timely resolution.
• Act as a liaison between customers and the branch for technical problems.
• In conjunction with the service manager, Ensure equipment start-ups are accomplished and reported in a timely and effective manner. 
• Performs duties required to test equipment before shipment to the field, ensure corrections are made to any areas of the equipment prior to shipments.
• Work directly on equipment to meet the customers expectations of the service job 

Safety:

• Ensure safety policies and operating practices are implemented and followed. 
• Ensure that close calls or injury related accidents are reported to the Safety Manager and assist throughout the process of investigating and reporting.

EDUCATION AND WORK EXPERIENCE

• Requires a minimum of 5 years experience with field services operations on heavy duty mining equipment. 
• Extensive knowledge of the operation of Terex Mining Canada brands, technical background, problem solving ability, strong communication skills and the ability to communicate with both internal and external customers clearly and professionally.