Service Operations Supervisor - North Luzon

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The CT Service Supervisor is responsible for ensuring that the services are delivered efficiently and accurately for all customer deployments and to make sure that we leave our customers satisfied. As a supervisor, the role will need to make sure that all service engineers are trained, certified and skilled to execute the job.

Job Description

• Work closely with planners, service operations manager, technical support and Sales team to carry out instructions accurately and efficiently
• Monitor service engineers’ performance in terms of behavior, technical knowledge, skill, customer centricity and compliance to standard operating procedures.
• Track and monitor KPIs such as Safety, First Time Fix, Certification, Customer Satisfaction, MAM Sync, Time on site and other related KPIs leading to service Excellence
• Ensure that all service engineers are properly equipped with the proper tools and PPEs
• Enforce all service engineers to comply with all SOP which includes but not limited to the deployment process, submission of all required documents to close out the job, proper tagging of man hours, MAM sync and others.
• Provide technical assistance via 24-hour service hotline support
• Track and monitor all customer deployments, issues, concerns and action plans
• Ensure a 2–4 hour response time to all customers and stakeholders
• Conducts regular team meetings to address concerns, issues, discuss best practices, people recognition and process improvements.
• Implement 5S and use of proper uniform to all service engineers
• Participate as needed in customer collaboration meetings with promptness and diligence.
• Ensure competency availability for long term within the team and anticipate competency evolution leveraging tools and processes dedicated to it (competency review)
• Follow and enforce standard processes and procedures published in the Atlas Copco Management System
• Perform duties in accordance with Atlas Copco standards, while striving to meet the needs and expectations of the customer
  
  
  

Sustainability:

• Conserve environmental and company resources by adapting to digital work instructions and programs.
• Actively report risk observations through Bwise or as instructed by the SHEQ (Safety, Health, Environment and Quality Control) supervisor.
• Participate in Health and Safety programs and observe SHEQ policies and guidelines. (see Quality Management in Sharepoint for reference)
  
  
  

Performance and Development:

• Subscribe to individual training and development program in Learning Link.
• Participate in all employee engagement programs such as: Cafehan, team building, bootcamp, toolbox meeting and ACEC.
• Provide objective feedback to immediate manager for improvement, share bright ideas and report BCOP (Business Code of Practice) violation within the organization or of external stakeholders.
  
  
  

Others:

• Any additional task that will be assigned depending on appropriate training, experience, qualification, and authority commensurate to responsibilities and available resources.
  
  
  

Experience Requirements

• Desirable working experience in a similar industry leading or supervising ServiceOperations team doing equipment installation, commissioning, site technical assessment, preventive and corrective maintenance.
  
  
  

Knowledge

• Computer proficiency
• Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc.
• Excellent communication and presentation skills both written and verbal
• Efficient work management
• Customer Relationship/Management, Retention skill, Coaching and Mentoring
• Product technical knowledge
  
  
  

Educational Requirements

• Bachelor’s degree in Electrical or Mechanical Engineering
• Demonstrated success in leading a team providing services and customer Management
• Proven customer centric attitude and ability to adapt/respond to different customer needs.
• Ability to write clearly and concisely.
• Demonstrated ability to work effectively under different conditions and locations.
• Thrives in dynamic, uncertain, and fast-moving environments.
  
  
  

Benefits upon hire:

• Life insurance
• HMO
• Travel insurance for overseas training
• Coffee allowance
• Shuttle service
• Birthday Token
• Training and opportunities to travel abroad
  
  
  

Benefits u pon regularization:

• Monthly rice allowance
• Vacation and sick leave credits
• Additional leave depending on years of service
• Health care program
• Retirement plan
• Uniform allowance
• Wedding gift
• Christmas groceries (GC)
  
  
  

Others:

• Merit increase
• Variable compensation
• Free medical exam
• A friendly, family-like environment
• Plenty of opportunity to grow and develop
• A culture known for respectful interaction, ethical behavior and integrity.
• Access to global Job opportunities, as part of Atlas Copco Group
  
  
  

Take your leadership skills to the next level as a Service Operations Supervisor with our dynamic team! In this role, you will oversee the planning, coordination, and execution of service operations, ensuring timely and efficient delivery of services to our customers. If you're a motivated and organized individual with excellent communication skills, we encourage you to apply!