Service Team Lead

Service Team LeadDepartment:Service - Field Service
Employment Type:Permanent - Full Time
Location:Malaysia/Field based
Reporting To:Service ManagerDescriptionPurposeThe Lead Field Service Engineer leads the state based Field Service Engineers and acts as the intermediary between the Engineers and back-office teams while also providing technical support to customers, Engineers and Agents.Key ResponsibilitiesManage all depot spares for the region including agent locations
Ensure minimum stock levels are maintained at all times
Receive and process all deliveries
Maintain accurate stock records in the inventory management database
Ensure SLA's are met for the region
Ensure Glory meets all contracted obligations, response times, repair times, Preventive Maintenance, minimise repeat call
Get involved with day to day service calls when the workload suggests an SLA breach
Support agents for the regions
High Incident Site (HIS) management
Work with the support team to help bring HIS back to normal call levels, by regular visits to sites, log collection and analysis, staff re-training and monitoring
Manage team effectively to ensure they are working to their maximum efficiency
Take ownership of managing the team on a day-to-day basis, escalating issues/seeking guidance as required
When time permits spend time with each Service Technician on difficult calls, offering help and new ideas
Complete spot check on Service Technician's PM's to ensure that they are following correct process
Manage resources ensuring we are getting coverage in different locations
Identify any gaps in training/knowledge with Service Technicians and provide mentoring when required
Ensure annual ePDR process is completed with all team members in accordance with due dates
With guidance from management/HR, address any low level performance/conduct concerns with team members as necessary.
Higher level concerns should be promptly escalated.Health & SafetyAdherence to Health & Safety policies and procedures at all times
Ensure staff are informed of Health & Safety requirements in the workplace and are adequately trained to carry out their work safely
Ensure the prompt and accurate reporting, recording and investigation of all workplace incidents and injuries
Ensure all hazards are promptly assessed for their significances, and managed according to the hazard management processQualifications, Skills and ExperienceQualifications:Recognised technical qualification
Frontline management qualification
Current driver's licenceExperience:Minimum 5 years' experience in a technical support role handling complex technical issues
Proven team management experience
Customer facing experienceSkills and Attributes:Excellent communication (written and verbal) and interpersonal skills
Ability to work independently and set priorities to meet customer and organisational expectations
Proven problem solving and analytical skills
Excellent organisational skills
Strong customer service orientation
Ability to handle high-pressure situations
Self-motivated with the ability to meet deadlines
Commercial awareness
Ability to engage and motivate team members#J-18808-Ljbffr