Service Supervisor

• Assist the Service Manager with creating accurate business forecasts.
• Ensure new service requests are acknowledged within 24 hours
• Ensure that health and safety policies and procedures are adhered to and a culture of safe working is followed. This includes conducting safety audits on Field Service Personnel and ensuring any actions resulting from the audit are closed.
• Plan, co-ordinate and supervise onsite works ensuring all scopes of work are completed in a safe and efficient manner.
• Receive service requests by phone and email from customers and give advice and recommendations where appropriate.
• Provide technical advice to customers.
• Co-ordinate the completion of engineering site survey's utilising appropriately trained Field Service Personnel.
• Oversee the Field Service Personnel workload and source additional resources as required.
• Co-ordinate the successful completion of all onsite works resulting from a service bulletin.
• Ensure Field Service Personnel reports including supporting documentation are received in a timely manner, review and advise invoice instructions to the team administrator for processing.
• Arrange and carry out customer visits to ensure customer satisfactions and develop new service business in line with corporate direction.
• Attend site progress meetings when required.
• Arrange the hire/sub-contracting of required equipment and services to ensure completion of onsite works.

• Identify training needs and manage the development of the Field Service Personnel.
• Review and approve Field Service Personnel timesheets
• Review and approve Field Service Personnel expenses
• Manage and approve Field Service Personnel holidays
• Manage the calibration process of service tooling.
• Manage Spares stock and Field Service Personnel tooling.
• Undertake and/or Complete training courses on new products or working methods.
• Participate in the recruitment and disciplinary issues within your team.
• Flexible attitude to working extended hours when needed
• Willingness to progress and develop

• Experience that is relevant and from a commercial background
• Knowledge of or capability to learn about valves, actuators and digital control systems.
• IT proficient - service software and Microsoft Office.
• Excellent interpersonal skills and communication - both written and oral
• Conscientious and self-motivated with the ability to work to deadlines with minimum supervision
• Organised/structured approach to enable a coordinated response to achieve all aspects of work demands

• Leading and Supervising - leads, manages and develops the Service Department to deliver results. Demonstrates an ability to work effectively as part of a multi-disciplined management team.
• Principles and Values - creates a positive working culture leading by example, motivating the team to work effectively; exhibiting and articulating management values and the company's goals.
• Deciding and Initiating Action - takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
• Planning and Organising - sets clearly defined objectives; plans activities and projects well in advance and monitors performance against deadlines and milestones. Identifies and organises resources needed to accomplish tasks.
• Persuading and Influencing - demonstrates skills in negotiation, coalition building and handles objections with confidence and empathy.
• Presenting and Communicating - ability to convey ideas and information (verbally and in writing) simply and convincingly.
• Writing and Reporting - writes convincingly and clearly. Writes in a well-structured and logical way.
• Expertise and Technology - applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise through continual professional development.
• Analysing - analyses data and all other sources of information, probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis.
• Delivering - focuses on customer needs and satisfaction. Monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Relating and Networking - easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective network of contacts.

Rotork