Field Engineer (Trade Tested Lift Mechanic) at Vision Elevators

Role and Responsibilities

Service monitoring process

• Monitor call-out rate on jobs and resolve "sick units" on the different routes.
• Monitor daily/weekly repeat calls to identify sick units and ensure resolution.
• Verify if callbacks are chargeable or not based on the technician's opinion
• Monitor units on shutdown report and assist in resolution to have these units placed back into operation promptly. Liaise with technicians, branch admin and procurement to ensure all measures are taken to minimize downtime
• Manage technical teams to ensure all maintenance is being completed safely, timeously and to the prescribed/legislated standard
• Monitor completion of the bi­annual and annual inspections completed by technicians. Ensure this is being done and recorded correctly

Service department assist process

• Assist in solving more complex technical problems
• Assist and travel to sites where technicians may be struggling with a call-out or repair
• Assist with repairs if the technician is unable to complete the repair himself

Service sales and assessment process

• Conduct project handover between construction and service departments
• Assist Service Manager and Administrators with the preparation of quotations for repair work.
• Conduct paid assessments and draft report of findings

Quality control and auditing process

• Complete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by technicians
• Monitor technician performance and recommend performance/disciplinary intervention to HR when required
• Keep up to date with regulations/policies/procedures applicable to the maintenance and repair of the company's products. Make recommendations for upgrades in order to comply
• Recommend training initiatives to improve service performance and customer satisfaction
• Identify shortcomings and recommend improvements to the equipment/systems/policies that would result in better quality units and better service levels

Customer and sub­contractor relationship management

• Accountable for customer satisfaction and quality of service
• Attend to difficult customer technical queries, technical reports or interventions when required
• Accountable for sub­contractor quality and service performance
• Develops and maintains a cordial and professional relationship with the customers and sub­contractors.
• Thoroughly investigate and resolve all critical customer problems

People management/leadership

• Accountable for people (service technician) development and well-being, and managing the performance of the team and individuals
• Determines objectives, and plans as well as organizes, communicates, controls, and motivates the service team
• Identifies field operative training needs and manages training plans
• Ensure that all service technicians comply with safe work practices in accordance with OH&S standards

KPI

Performance measures:

• Number of callouts reported monthly (pattern, increase or decrease in number)
• Ensure a callout rate of 10% or less in your region
• Noticeable improvement in service technician knowledge base and understanding (passed on from yourself). Measured by survey and reporting
• Number of unresolved technician and customer complaints
• Ensure not more than 1% of the units in your region are on shutdown. Attend to shutdown units are attended to immediately and put back into service within a maximum of 48 hrs.
• Time taken to return units into service from shutdown

Qualifications

• Matric
• N6 Electrical
• Trade tested lift mechanic
• Lift inspector