Position Summary
Responsible for overseeing the day-to-day work of the FSE site team. As the first point of escalation for Field Service Engineers (FSEs), this role requires strong leadership, problem-solving, technical and customer relationship management skills.
The supervisor is responsible for team utilization, safety compliance, KPI tracking, and contract adherence while fostering a high-performance team culture.
Responsibilities
- Install, modify, repair, troubleshoot, diagnose, and verify the operation of the system platform while adhering to AEM policies, procedures, and work by the direction of the Service Manager.
- Diagnose and resolve complex technical problems, utilizing advanced problem-solving skills.
- Ensure efficient workforce utilization, documentation (A3/MBPS/OPL/WI/TSB), schedule management, and KPIs compliance.
- Be the first point of escalation for FSEs, initiating service escalations with the Service Manager and Product Manager, responsible for end-to-end escalation support, ensuring the proper use of A3/MBPS documentation.
- Communicate all existing and potential customer service issues to the immediate Service Manager in real-time.
- Responsible for all KPI related to Field Service Contracts with our customers.
- Ensure high levels of customer satisfaction and contribute to strategic planning and reviews on how to increase the productivity and efficiency of the operations to deliver and exceed customer expectations.
- Ensure customer contract compliance (PO vs work performed, warranties, RMAs, etc.).
- Enforce the compliance of Safety Standards and trainings such as Safety Hazards, CoHE, LOTO, and PPE.
- Oversee daily Safety Toolbox meetings, Behaviour-Based Safety (BBS) submissions, and Toolbox health and inventory.
- Track and coordinate FSE cross-training plans to expand skill sets.
- Ensure Process Optimization & KPI Management, tracking the company KPIs, and leading initiatives for process improvements and efficiency gains.
- You must know what to track and record to assess employee performance. You may also be asked to tie employee performance to the efficiency and productivity of site operations.
- Attend and actively participate in AEM issues meetings to collaborate with Engineering to drive technical service improvements.
- Attend and actively participate in the customer User Groups and meetings to provide support and updates from the occurrences on the site.
- Productively react to changing priorities, organizational support, and administrative duties.
- Develop and collaborate on complex projects as requested by Upper Management.
- Including, but not limited to, any other duties assigned by the Service Manager/Upper Management.
Requirements
- Degree in engineering, Electromechanical engineering, or a related field.
- 2+ years experience in supervisor positions.
- Hands-on experience with mechanical, electrical, and software troubleshooting.
- Strong time management, workforce planning, and prioritization skills.
- Willing to work outside of business hours depending on business needs.
- Strong conflict resolution, customer negotiation, and mentoring skills.
- Proven ability to enforce accountability and create a team-oriented culture.
- Previous experience providing direction and guidance to lower-level staff.
- Experience in the development of the current process, full understanding of the future vision for standard work instructions, toque tools, and assembly tooling are required as well.
- Knowledge of current technology and state-of-the-art in a wide variety of disciplines with familiarity in electronic controls, high-speed assembly operations, standards development, statistical engineering, OSHA, and FDA validation requirements.
- Smartsheet, Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to travel up to 50% (Domestic & International) based on business needs.
- Solid people management skills needed to hire, develop and lead direct reports.
- Must be able to lift and carry up to 50lbs.
- Must be able to stand for long periods of time.
- Must be able to climb ladders and scaffoldings and use personal protective equipment.
- Must be able to work in awkward positions and in confined spaces.
