Job Title: Field Service & Support
Manager
Job Code: FSSM/SIC/160608
Reports To: General Manager
Location: Nairobi, Kenya
Closing Date: Open Until
Filled
Summary: Our client is looking to hire a Field Service & Support Manager
Summary: Our client is looking to hire a Field Service & Support Manager
Manage the
Field Service & Support Team to ensure full and effective utilization and
continuous development of staff and resources.
Primary Responsibilities:
Field Service & Support
Primary Responsibilities:
Field Service & Support
- Establish
and maintain an effective strategy for Field Service & Support for the
organization system in Kenya.
- Manage
Field Service & Support staff to ensure that all corrective and
preventative maintenance activities are planned and fulfilled in a timely
and efficient manner, including the maintenance of an up-to-date Support
& Maintenance plan.
- Ensure
that all external and internal inquiries and requests made directly to
Field Service & Support staff are quickly answered and promptly
resolved / fulfilled.
- Ensure
that external and internal SLAs and OLAs are met and that issues are
escalated appropriately and resolved in a timely manner.
- Maintain
records and logs of work performed by the team.
Repair
Center
- Management
of repair center tasks, including equipment testing and repair.
Incidents,
Problems & CRs
- Management
of Field Service & Support staff work on assigned incidents, problems
and change requests, including their participation in key deliverable
reviews, acceptance testing, and deployment coordination.
System
Implementation
- Management
of new installations, including the planning and coordination of technical
site visits and solution tailoring / customization for each line,
generation of implementation guideline documents, equipment ordering,
equipment delivery, equipment installation and operator training.
Training
- Oversee
the development of internal training materials and provision of training
sessions for new and existing team members.
Team
Leadership & Management
- Manage
the Field Service & Support team human resources, including
recruiting, new staff assimilation & training, objective setting,
performance reviews, employee development & training planning, and
workload / assignment management.
- Conduct
Personnel Development Interviews (PDIs) with team members at least
semi-annually, to set objectives, review results, provide feedback, and
plan for staff development
- Schedule
team members’ workload to fully cover weekly & monthly service &
maintenance needs and to fully allocate all resources.
- Assign
special tasks, projects, and initiatives to team members to fully utilize
any downtime that they may have.
- Review
and approve key deliverables that are generated by team members.
- Manage
team member absences in the HRM Tool and ensure that vacation balances are
planned to be fully used and that their timing does not obstruct our
business activities
- Develop
and maintain a positive, cooperative, and productive working relationship
between the Field Service & Support team and other internal and
external teams.
Performance
Measurement & Status Reporting
- Work
with the Service Centre Team and QHSSE Coordinator to define effective
performance measures for Field Service & Support, implement systems to
gather these measures efficiently, and monitor the resulting data
regularly as a basis for service & support management and continuous
improvement.
- Weekly
status reporting and general project implementation status reports, as
scheduled with or requested by the General Manager
General /
Other Activities
- Ensure
that all company policies, including those concerning Health, Safety and
Environmental protection, are respected, and implement or propose
improvements in such practices.
- Contribute
to the development and maintenance of policies, processes and procedures
for organization, including those for operations, maintenance, and support
- Management
of special tasks, projects or initiatives to improve quality, efficiency,
or cost effectiveness of the solution or the local entity team, as agreed
with the General Manager
- Participate
in general management and administrative tasks for the Local Entity, as
requested by the General Manager.
- Contribute
to the successful execution of commercial activities in Kenya and the East
Africa region, as requested by the General Manager
- Act
as a single point of contact for field service & support operations
topics for GSS Operations colleagues globally.
Requirements:
Basic education and training:
Basic education and training:
- Bachelor’s
degree in engineering or an equivalent combination of education, training,
and relevant work experience. Master’s degree in engineering or a relevant
technical discipline would be a strong plus.
Professional
experience:
- Minimum
5 years’ experience managing teams responsible for installing, maintaining
and servicing automated systems / equipment in industrial
environments.
- Direct
experience in the tobacco or beverage industries is a strong plus.
- Experience
working in an international company with virtual / distributed teams is a
strong plus.
Preferred
Knowledge & Skills:
- Strong
management and leadership skills
- Strong
analytical, troubleshooting, and problem solving skills. Demonstrated
ability to diagnose and analyze mechanical, electrical, and software
issues
- Experienced
with quality and performance monitoring processes
- Experienced
in spare parts and consumables inventory control
- Strong
customer relationship management skills, especially with customers in
industrial manufacturing operations
- Excellent
interpersonal skills and good influencing skills. Good political finesse
in facing very demanding customers. Diplomatic when necessary
- Very
strong written and verbal communication skills
- Experience
with Microsoft Office tools (Excel, Word, PowerPoint, Visio)
- Fluent
in English and Swahili
- Results
oriented and goal-driven with strong quality focus
- Team
oriented
- Ability
to work under pressure and meet deadlines
- Demonstrated
ownership of responsibilities
- Customer
oriented attitude
- Self-motivation
Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Field Service & Support Manager
