Supervisor Field Service at Beckman Coulter

Job Duties

• Ensure that customer needs and expectations are met in a timely manner and supervision of field service staff to ensure that internal policies and procedures are followed.
• Drives growth through actively engaging the field service associates to ensure compliance of the highest standard.
• Overseeing of all instrument related activities at customer sites, driving service revenue sales targets, creating strong customer relations to ensure service contract retention and driving the service warranty to service contract conversion goals.Installations - ensure the IMF process is followed as the IMF process is a cross departmental process.
• Analyzer escalations – drive the process to create L3 & L4 escalation to get TSG/Application involved to find common ground on a suitable, sustainable solution.
• Customer escalations – manage all customer complaints effectively and in a timely manner and ensure that proper feedback is given to the customer on all action plans pertaining to any escalation.
• Repairs – have a good overview of the resource allocation to be able to close the gap where needed.
• Planning - Provide daily/weekly/monthly planning on all analyzer related maintenance activities.
• Establishes goals to meet objectives.
• URV – PM and repair effectiveness
• Hot units – review and action units from the action plans which is discussed in meetings with TSG. Action items recommended by TSG to be reviewed on a weekly basis
• PM and MOD completion
• Weekly report must be reviewed and actioned as needed
• Boot stock effectiveness
• Review and action boot stock count for discrepancy on a monthly basis
• ASL update needs to be performed monthly
• Admin – debrief quality and accuracy
• Case audit’s to be performed on a weekly basis on closed work orders to ensure compliance and accuracy of debriefing and work performed.
• Ensure that any failed audit’s on WO’s are actioned within 5 days to ensure compliance.
• Managed pass due debriefs with daily/weekly report.
• Overtime and expense claims needs to be completed on time and to the correct standard (monthly)
• Recommends the dismissal/hiring and disciplinary decisions affecting associates reporting to the supervisor.
• Ensures that staff skills are maintained on a continual basis to support group activities.
• HR Admin on Workday , ESS and payroll on a weekly and monthly basis.
• Performance Management of their direct staff, including Career Conversations and coaching and mentoring.

• Communicates Field Service activities to Management
• Regional update/ report on monthly basis – KPI, current focus and risk
• Weekly update on planned events for the week
• Monitors operating expenses for his/her team.
• Ensures that no unnecessary expenses are incurred.
• Ensure that all required planning (spare parts, reagents, etc) are on site before associates finalize travel arrangement for any travel outside of their respective regions (South Africa travel and ROSA travel)
• Ensures that Field Service activities comply with group standards and procedures.
• Review policies and procedures with associates, to ensure correct understanding of all policies and procedures that are applicable to their functions.
• Manages relationships with all internal and external customers.
• Weekly and monthly VOC feedback to specific customers where escalations were triggered.
   

Qualifications

• High School Grade 12
• Technical Diploma/Certificate and/or Degree with 5 - 10 years working experience in the Field Service of Diagnostics or Life Sciences
• Basic people management skills ; Leave management, Disciplinary management, overtime and expenses management.
• Excel intermediate and/or Advanced for reporting actions.
• DBS Trainings will be essential - PSP , DM , P4G , D4G
• Understanding basic principles of how Workday is functioning within our Business Processes.
• Understanding basic principles of ESS (Employee Self Service Leave and Overtime management system)