On-site Shift Supervisor

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Mission/Purpose of the Job:

To manage and coordinate a shift team of technicians to provide the highest levels of field service support, including the installation, commissioning, maintenance and troubleshooting activities of all Edwards products whilst maintaining high levels of customer satisfaction.

Main Responsibilities:

• Supervise, co-ordinate and undertake all maintenance activities (including installation and commissioning) of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction
• Establishes and proactively maintains relationships with key customers and acts as the primary contact on-shift between the customer and Edwards onsite teams.
• Conducts advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations.
• Manages root cause analysis investigations on shift and is the main communication point between the customer and Edwards regarding safety and technical concerns
• Ensures that all onsite activities undertaken by the team are conducted within the boundaries of all applicable regulations, policies, and procedures to ensure organizational, safety and health obligations are met. Manages the adherence of all relevant aspects of the field service team to risk control elements.
• Ensures that all onsite service activities are performed using agreed VTPS best practice methodologies.
• Collects and reviews data from the team to present to technical support personnel or the customer, to enable informed decisions.
• Collects, interprets, and presents performance and utilization data for onsite shift team to enable improvement resources to be appropriately targeted.
• Manages and communicate shift team competency and training requirements, including gap analysis reporting.
• Manages and oversee the use of Edwards processes and operating platforms to accurately capture service related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion. Identify, resolve and/or escalate any process or system issues to ensure continuous improvement
• Manages the set up and operation of software products and monitoring platforms
• Manages the performance, training and development of the shift service team, ensuring that best practice is at the forefront of all actions and activities.
• Adheres to, reviews, monitors and updates procedural documentation aligned to business best practice
• Provides input for the the logistical management of inventory
  
  

• Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes
• Proactively seeks customer feedback and asks questions to understand customer‘s business to make effective decisions
• Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
• Strong management skills including the ability to plan, prioritise and delegate whilst managing time, resources, schedules and cost
• Excellent people management skills to manage, motivate and develop team members to deliver company objectives
• Ability to make difficult decisions in changing business conditions
• Understands and recognises differences between individuals and fosters a collaborative environment where individual diffferences are valued and respected
• Adapts own behaviour and communication style to different situations and uses effective communication techniques to convey own ideas and understand other viewpoints
• Demonstrates a visible and active commitment to adhere to and guide others to comply with, all applicable laws, policies and standards to ensure organisational, safety and health obligations are met
• Can understand and intepret technical documentation relevant to work e.g. technical drawings
• Strong leadership experience with a minimum of 5 years field service experience in a relevant or related industry, ideally with a strong customer facing focus.
• Good command of Microsoft products with a high degree of competency in Outlook, Word, Excel, and PowerPoint
• Good written and verbal communication skills. Proficient in home country language, a basic command of written and spoken English is required
• Formal qualification in a mechanical, electromechanical or an electronics discipline.