Field Service Operations Supervisor

6 days ago

Dammam, Eastern Province, Saudi Arabia Perfect Vision Full time

Job Summary:

We are seeking a highly skilled and experienced Field Service Operations Supervisor to join our team at Perfect Vision. As a key member of our service operations team, you will be responsible for overseeing the day-to-day field service operations for low current electronic devices.

Key Responsibilities:

  • Oversee the efficient and effective delivery of customer support and maintenance services for low current electronic devices.
  • Develop and implement comprehensive field service policies, procedures, and best practices to standardize service delivery and enhance customer satisfaction.
  • Manage a team of field service technicians, including recruitment, training, scheduling, and performance management.
  • Coordinate the dispatch and deployment of field service technicians to customer sites based on service requests, work orders, and priority.
  • Monitor and analyze key performance indicators (KPIs) related to field service operations, such as response times, first-time fix rates, and customer satisfaction.
  • Identify and address any issues or bottlenecks in the field service delivery process, and implement corrective actions to improve service quality and efficiency.
  • Collaborate with the sales, engineering, and logistics teams to ensure alignment between customer requirements, service capabilities, and resource availability.
  • Maintain accurate and up-to-date records of all field service activities, including service reports, parts usage, and customer feedback.
  • Facilitate the timely procurement and distribution of necessary tools, equipment, and spare parts to ensure the field service team is well-equipped to perform their duties.
  • Provide technical guidance and support to field service technicians, offering on-the-job training and troubleshooting assistance as needed.
  • Continuously monitor industry trends, technological advancements, and best practices in field service management to identify opportunities for process improvement.
  • Represent the field service team in customer meetings, technical reviews, and other cross-functional initiatives.
  • Ensure compliance with relevant health, safety, and environmental regulations, as well as internal policies and procedures.
  • Contribute to the development and implementation of the department's strategic goals and objectives.

Requirements:

  • Bachelor's degree in Electrical Engineering, Electronics, or a related technical discipline.
  • Certification in field service management, such as ITIL or ITSM, is preferred.
  • Advanced technical training or certifications in the maintenance and repair of low current electronic devices is an advantage.
  • Minimum 10 years of proven experience in field service operations, preferably in the low current electronic devices industry.
  • Demonstrated expertise in managing field service teams, including scheduling, dispatch, and performance management.
  • Thorough understanding of electronic device maintenance, troubleshooting, and repair procedures.
  • Proficient in the use of field service management software, work order systems, and customer relationship management (CRM) tools.
  • Strong leadership and team management skills to motivate and develop the field service team.
  • Excellent problem-solving and decision-making abilities to address complex field service challenges.
  • Effective communication and interpersonal skills to interact with customers, technicians, and cross-functional teams.
  • Adaptability and flexibility to respond to changing customer requirements and service demands.
  • Customer-centric mindset with a focus on delivering high-quality service and enhancing customer satisfaction.
  • In-depth knowledge of the technical specifications, operation, and maintenance of low current electronic devices.
  • Proficiency in the use of diagnostic tools, test equipment, and repair techniques for electronic devices.
  • Familiarity with field service management software, work order systems, and CRM tools.
  • Understanding of inventory management, parts logistics, and supply chain processes related to field service operations.
  • Ability to analyze service data, generate reports, and make data-driven decisions to optimize field service performance.

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