SERVICE SUPERVISOR

Position Title

Service Supervisor

Department

Service

Location

Sydney

Reports To

Branch Manager

Direct Reports

Service Technicians

Written By

General Manager, Aftermarket

Date

13 May 2024

Job Objective

This role is to support and assist the Branch Manager and Service Coordinator with the coordination and supervision of the day-to-day service activities, including overhauls, breakdowns and repairs and routine maintenance conducted by the Service department.

Duties and Responsibilities

Ensure the efficient, effective flow of work through the workshop with particular emphasis on achieving deadlines and customer requirements.

Assist the Branch Manager with the formulation of service repair estimates and quotations for both field service repairs and workshop repairs. Visiting site installations may be required to accurately prepare the Service Repair Estimates in conjunction with the Aftermarket Business Development Representative.

In the Branch Managers’ absence, be responsible for all associated day-to-day function within your skills and abilities

Liaising with customers, delivering the utmost in customer service. All customer-related issues to be resolved in a professional and courteous manner.

Maintain service technical library and relevant operator/parts manuals.

Ensure that the workshop layout is safe, efficient and maintains a professional and clean appearance.

Completion of commissioning and warranty registration forms and forwarding to the OEM.

Provide recommendations and justifications for the purchase of new tools and workshop equipment. Ensure the correct maintenance and calibration of diagnostic tools and equipment

Assist the Branch Manager in driving skills development.

Attend various training programs sponsored by the company.

Liaise with customers as to their specific routine service requirements and follow-up any emergent work identified during the regular services.

Accurate assessment and electrical/mechanical fault-finding enabling servicing, repair or overhauling in a timely manner, of all compressed air equipment and associated products in CAPS workshop or at customer premises when required.

Perform preventative and corrective maintenance service. Including replacing of filter kit, changing oil and service kit, cleaning of oil and air coolers, and re- greasing of motors.

To work efficiently and comply with all company policies and procedures as changed from time to time.

To comply with all reasonable health and safety requirements as designated by CAPS Australia.

All other duties as and when requested that are within your skills and abilities.

Relationships

Internal

Building and maintaining positive relationships with the service team, providing guidance, support, and feedback to ensure high levels of performance and job satisfaction.

Collaborate with other Branches and departments to ensure smooth communication and coordination, particularly when it comes to addressing customer needs or resolving issues.

Reporting to higher management, communicating effectively about team performance, challenges, and opportunities for improvement. Building a strong rapport with upper management can help in advocating for resources and support for the service team.

External

Cultivate strong relationships with customers by ensuring their needs are met, addressing concerns promptly, and striving to exceed their expectations. This could involve regular communication, follow-up calls, or surveys to gather feedback.

Managing relationships with vendors or suppliers to ensure timely delivery of materials or services needed to support the service operation.

Qualifications, Experience, Knowledge, Skills, and Abilities

Mechanical or Electrical Trade Qualification.

Maintenance background.

Previous experience in a maintenance field service environment.

Commitment to workplace safety.

Excellent customer service ability.

Experience with Pneumatic Equipment.

Skills in fault finding in Compressed Air Equipment.

Good communication skills – verbal and written.

Be an excellent team player.

Ability to work in a busy dynamic environment.

Key Result Areas (linked to performance review)

Adaptability

Initiative

Customer Focus

Problem Solving

Sense of Urgency

Professional Associations

N/A

Licenses

‘C’ class driver’s license

Authority

As per DOA