Intel Onsite Sustaining Lead

Mission/Purpose of the Job:

To manage and coordinate a team of onsite supervisors to enable the highest levels of onsite service support, including the installation, commissioning, maintenance and troubleshooting activities of all Edwards products whilst maintaining high levels of customer satisfaction. To deliver the scope of the agreed service contract to the onsite customer.

Main Responsibilities:

• Direct line management of Intel onsite shift supervisors.
• Establishes and proactively maintains relationships with key customers and acts as the primary contact between the customer and Edwards to ensure all opportunities are captured by the appropriate lines of business.
• Utilizes Edwards best practice and VTPS tools to measure and respond to trending in regard to all onsite KPI’s.
• Manages billing and invoicing of all onsite activities for onsite service team.
• Manages relationship between Edwards Service Centre, onsite customer and customer logistics partners. Highlights and responds to any trends within onsite forecasting and reports to all stakeholders.
• Supports enabling advanced faultfinding and troubleshooting, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations. Manages root cause analysis investigations on site and facilitates communication between the customer and Edwards regarding technical concerns
• Collects, reviews and presents site activity performance to Service Manager and VSS Organization.
• Reports site performance within Account Team.
• Ensures that all field onsite service 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.
• Collects and reviews data from the team to present to technical support personnel or the customer, to enable informed decisions
• Manage 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
• Maximise revenue generation from service activities through ensuring a seamless process from new-hire to certification and ongoing skill level management of all service resources and Manages the performance, training and development of the field 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 to 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
• University or formal qualification in a mechanical, electromechanical or an electronics discipline.
  
  

• Due to the nature of the role, there will be a requirement to undertake a flexible working patter to meet customer contractual commitments and/or as part of an emergency coverage plan
• The position requires a high level of physical activity; therefore, a medical assessment will be conducted prior to employment to ensure minimum requirements are met