Description:
The role holder is responsible for managing the service field operations within the assigned geographical area including call backs, preventive/reactive maintenance, repair and modernization. The role holder acts as the second level of technical support and conducts safety audits to ensure all service/maintenance operations are conducted within Otis defined procedures. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.
Key Responsibilities:
- Provides management information and insights on all dimensions of work area performance to facilitate discussion and decision making, both on a periodic basis and for ad-hoc management requests.
- Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
- Manages the day to day operation of the team employees to ensure zero accidents, low call back rate, reduction in labor/spare parts consumption, zero cancellation.
- Cascades the organizational plan into individual accountabilities by distributing tasks in a balanced manner amongst all team members.
- Conducts safety audit at client sites to ensure all service/maintenance operations are conducted within the OTIS safe working procedures and WWJSSS requirement etc. to minimize any safety concerns.
- Evaluate performance metrics (call back/unit/year, no of hours/unit/unit, material cost/unit/year etc.) of the team to devise corrective actions aimed at improving team’s performance.
- Maintains close relationship with the employees as well as customers to maximize the customer satisfaction.
- Acts as the second level support on technical issues.
- Tracks the team’s utilization against plan to ensure productivity in operations.
- Supports other junior colleagues with service/maintenance operations at the client sites, acting as a coach to help develop their skills further.
- Conducts formal and informal trainings on technical tasks for team members to help develop their skills and enhance operational effectiveness.
- Notifies Finance Department of the work stages at the client site to enable the company to collect its dues without delay according to contracts or proposal and payment conditions.
- Prepares manufacturing orders, material requisitions, and material correctional documents (AMT).
- Prepares and maintains records for dispatching of equipment and for transitional construction works.
- Organizes and supervises the activities of team members in a manner that supports self-management and continuous improvement.
- Provides coaching, formal and informal feedback to team members in order to support their continuous development.
Minimum Qualifications:
- Bachelor’s degree in business/engineering or equivalent
- Minimum 15 years as Service Supervisor
- Experience handling key clients and major repair works
- Excellent communication skills