To provide a professional first technical point of contact for the customer. Diagnose fault-related cases. Manage field service technicians to meet performance objectives.
KEY RESPONSIBILITIES
· Applying GVR HSE policies, and accountable for the technician’s commitment
· Track and report HSE activities for the team monthly
· Manage day to day plan for maintenance calls
· Track in-scope / out-scope maintenance activities
· Manage spare parts replacement & warehouse management.
· Tech support for GVR partner on ground
· Manage new installations
POSITION RELATIONSHIPS
Internal
· Team Leader / Service Manager
· Project office
· Engineering
· Other internal Gilbarco AFS departments
External
· Oil companies
· Sub-Contractors
· Branded Marketers
· Commercial and private use clients
· Government & Municipalities
MEASURES OF PERFORMANCE (INDICATORS)
Leading
· 100% HSSE compliance.
· 98% Calls completion monitoring within stipulated & tracked SLA’s.
· 100% Feedback provided to service desk with in stipulated SLA’s.
· 100% Support of all teams, within your region
Lagging
· First time fixes are achieved above 95% of all there calls attended to in the month.
· Compliance around product standard work requirements, to ensure quality at all time.
· 100% housekeeping is maintained across all site, projects and company assets.
· An above normal level of professionalism and integrity.
· Importance on been punctual at all times, with an aim at achieving 100% planned response time.
· 100% Accuracy, completion and submission across all paperwork and audits submissions