Hold regular meetings with Supervisors and Technicians, either with the team as a whole or individually as required
Ensure Service Technicians and Supervisors have the necessary skills, training & information to meet the KPI’s that they are set
Develop individual performance and training plans for Service Technicians to meet the KPI’s that they are set
Ensure Field Service Technicians and Supervisors are aware of monthly workloads & understand the departments KPI’s
Ensure that service technicians and Supervisors performance is monitored daily and in line with the weekly service business KPI’s
Manage the progression of Service Technicians through the Crown grading system as per the relevant policies
Work with tech supports to develop them as a rich recruitment resource pool
Undertake performance management in cases where performance fails to meet Company expectations
Provide possible solutions to recovering debt prior to approval of any credit
Input service job cards data entry accurately and in a timely manner before month end.
Reduce the risk of injuries and specifically reduce the Lost Time injury Frequency Rate
Ensure all customer complaints are dealt with in a timely fashion to the mutual satisfaction of both our customers and the Crown Service Department
Ensure completion rates for all Preventive Maintenance Program types are achieved as per levels required
Meet with, understand and address the needs of customers to help improve customer relations and retention while exploring potential business opportunities for Crown
To answer customers’ calls, queries and complaints in prompt and professional way
Possess Engineering or equivalent degree.
Have at least 4 years hands-on experience managing a team.
Excellent customer service and communication skills.
Experience in the Material Handling Equipment industry will be an added advantage.
Willing to travel between Hanoi, Bac Ninh, Hung Yen and surrounding areas.