As a Senior supervisor, you aren't just managing tasks; you are developing people and ensuring the team operates cohesively.
Mentorship & Training: Guide and train junior field service engineers and technicians. You are the go-to resource for complex troubleshooting that stumps the frontline team.
Performance Evaluation: Monitor team performance, provide constructive feedback, and conduct formal evaluations.
Resource Allocation: Dispatch engineers based on the complexity of the task, customer needs, and the specific skill sets of your team members.
Enforcing Teamwork & Culture: Foster a collaborative environment. When cross-functional communication drops or an assignment encounters friction, you step in to realign the team with corporate mission standards.
Operational & Field Management
You own the operational efficiency of field execution within your assigned territory or account base.
Escalation Handling: Serve as the primary escalation point for critical or long-standing technical issues at client sites.
Scheduling & Dispatches: Coordinate daily service schedules, preventative maintenance windows, and emergency 24/7 support responses to maximize tool uptime and team utilization.
Process Improvement: Analyze service metrics (such as Mean Time to Repair or first-time fix rates) to identify bottlenecks and implement streamlined workflows.
Client Relations & Stakeholder Management
You represent the company's operational face to high-value clients, making communication a critical responsibility.
Customer Satisfaction: Meet regularly with client stakeholders (such as Fab managers or equipment engineers) to review service performance, build trust, and address pain points.
Technical Reporting: Translate highly technical field data, failure analyses, and resolution steps into clear, executive-ready summaries or presentations for both internal management and clients.
Inventory & Asset Control
Spare Parts Management: Oversee the local or vehicle-consigned spare parts inventory to ensure critical components are available for high-priority service dispatches while minimizing waste.
Tooling Calibration: Ensure all specialized diagnostic equipment and field tools used by the team are precisely calibrated and maintained to meet corporate quality compliance standards.
Skills And Abilities
University graduates on Electronics/Mechanical or equivalent.
Minimum 2 years in customer service in equipment servicing related
Good command of spoken and written English and local language.
To perform this job successfully, an individual should have excellent phone and computer skills (Word, Excel, Outlook, and PowerPoint).
Good presentation skills.
Customer oriented and good customer handling skill.
Works with integrity and ethically and is able to inspire the trust of others.
