Job Description

• 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

Job Requirement

• 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.