Field Engineer (Trade tested lift mechanic)

PLEASE READ THE JOB SPECS BEFORE YOU APPLY - YOU MUST HAVE EXPERIENCE IN THE LIFT INDUSTRYWe inspire our colleagues to act as Entrepreneurs in their roles by injecting passion, enthusiasm, and drive whilst taking responsibility for their overall contribution to deliver the wider business objectives. Keeping our Colleagues Safe is at the heart of everything we do, and we are a business which has unique engineering capabilities, providing full lifecycle support for urban mobility, and vertical transportation.Role and Responsibilities Service monitoring processMonitor call-out rate on jobs and resolve "sick units" on the different routes.Monitor daily/weekly repeat calls to identify sick units and ensure resolution.Verify if callbacks are chargeable or not based on the technician's opinionMonitor units on shutdown report and assist in resolution to have these units placed back into operation promptly. Liaise with technicians, branch admin and procurement to ensure all measures are taken to minimize downtimeManage technical teams to ensure all maintenance is being completed safely, timeously and to the prescribed/legislated standardMonitor completion of the bi­annual and annual inspections completed by technicians. Ensure this is being done and recorded correctly Service department assist processAssist in solving more complex technical problemsAssist and travel to sites where technicians may be struggling with a call-out or repairAssist with repairs if the technician is unable to complete the repair himself Service sales and assessment processConduct project handover between construction and service departmentsAssist Service Manager and Administrators with the preparation of quotations for repair work.Conduct paid assessments and draft report of findings

 Quality control and auditing processComplete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by techniciansMonitor technician performance and recommend performance/disciplinary intervention to HR when requiredKeep up to date with regulations/policies/procedures applicable to the maintenance and repair of the company's products. Make recommendations for upgrades in order to comply Recommend training initiatives to improve service performance and customer satisfactionIdentify shortcomings and recommend improvements to the equipment/systems/policies that would result in better quality units and better service levels Customer and sub­contractor relationship managementAccountable for customer satisfaction and quality of serviceAttend to difficult customer technical queries, technical reports or interventions when requiredAccountable for sub­contractor quality and service performanceDevelops and maintains a cordial and professional relationship with the customers and sub­contractors.Thoroughly investigate and resolve all critical customer problems People management/leadershipAccountable for people (service technician) development and well-being, and managing the performance of the team and individualsDetermines objectives, and plans as well as organizes, communicates, controls, and motivates the service teamIdentifies field operative training needs and manages training plansEnsure that all service technicians comply with safe work practices in accordance with OH&S standards KPIPerformance measures:Number of callouts reported monthly (pattern, increase or decrease in number)Ensure a callout rate of 10% or less in your regionNoticeable improvement in service technician knowledge base and understanding (passed on from yourself). Measured by survey and reportingNumber of unresolved technician and customer complaintsEnsure not more than 1% of the units in your region are on shutdown. Attend to shutdown units are attended to immediately and put back into service within a maximum of 48 hrs.Time taken to return units into service from shutdown