Technical Supervisor – Field Service

Full Time

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe (Belgium, Holland and Luxembourg) and in more than 20 African countries and employs more than 1.300 people, including more than 850 engineers and technicians.
MAIN RESPONSIBILITIES / ACCOUNTABILITIES

Analysis and technical problem-solving skill; The technical supervisor must be able to come with action plan and solutions in agreement with the Service Manager
Work together with the sales representative and PSSR to promote Service Support and Maintenance Contract
Prepare and plan Field intervention of the technical team in order to guarantee efficiency of their intervention. This should cover definition of the intervention, troubleshooting steps that may be required to be performed, ensure adequate PPE, Tooling, consumables, lubricants and oil sampling bottles are prepared for the visit.
Supervision of diagnostic until it is resolved to support the technicians
 Ensure follow up and support the technicians remotely if required
 Share his knowledge with his/her team and participate in their learning development, evaluate their competencies, and submit development plan in agreement with the Service Manager and Training Department
Seek proactively to improve the quality performance of interventions and ensure continuous improvement
Be familiar with OEM procedures and ensure that interventions are aligned with them
Be familiar with the OEM and BIA HSE procedures and ensure that interventions are aligned with them to ensure optimal safety and health of his team
Collect intervention report from Technicians and ensure their completeness and quality before sharing them with the Service Manager
Check hours recording of the technicians
Optimize the usage of manpower available to improve the Service Team productivity
Ensure to be easily reachable to answer technicians technical support request and customers enquiry
Be familiar and use daily BIA tools/references/documents (SAP, BO, DOS, SIOP, …) and OEM (Komtrax, EQPCare, Global Portal, etc.)
Ensure follow-up, management of technical library of BIA Zambia
Ensure follow-up, update and good working condition of the diagnostic tools of BIA Zambia of technical library of BIA Zambia
Know and participate in updating the fleet of equipment in Zambia (including update of SMR)
Perform regularly field trip when required (at least 20% of the time)
Work together with the other department for reporting purpose or to obtain necessary support to perform his duties
Ensure invoicing of contracts and field intervention
Produce TSI report to solve technical problems met and requiring support from the OEM, as well as Service Report from receipt of equipment until the warranty expires
Coordinate OEM warranty cases

MAIN KPI’S
Business Results

Reach Turnover and Profit Target for the Aftermarket Department and in particular for the Service activity
Promote sales of Service Contracts
Hit Rate of Service Quotations
Operational Excellence
Planning and recording of the technician’s hours
Fleet database and SMR update in Eqpcare
Manage time to reply to customers (internal/external) and time to perform interventions
Number, time to perform and scoring of TSI submitted and Warranty claim
Service reports performed and submitted in time
Komtrax activation and Usage to support fleet availability

Finance

Overdoes Invoices
Stock Management: stock rotation, dead stock, total stock value
WIP management : Value

HSE

Leading indicators: Take5, Task Observations, Hazard identification, JHA, PPE policy compliance
Performance indicators: FAI, MTI, LTI, breach of procedure, damaged properties
5S scoring

Quality

Time to address and solve customer complaints related to service activity
Dealer Operation Standard (DOS) Audit Performance
Customer Satisfaction Survey Results
Follow up and improvement on diagnostic performance
Redo rate

WHO ARE WE LOOKING FOR?

Diploma in Electromechanical Engineering or equivalent
Atleast 3 years’ experience in similar role
Knowledge and high level of experience with Heavy Equipment machinery
Field troubleshooting and preventive maintenance experience (min 6 years)
Manual Driver Licence
Proficient in English both Oral and Written
IT software knowledge (pack office + diagnostic and fleet management tools)
Ability to draft technical reports
Knowledge of Troubleshooting Procedure

Other Behaviors

 Knowledge sharing attitude
 Able to work in harsh conditions and flexible working hours (quarry, remote working site, mine sites,…)

WHAT’S IN IT FOR YOU?

A permanent contract
A competitive salary and an interesting package of extra-legal benefits
A human sized company with international dimension, encouraging autonomy and team spirit
Cooperate in a team with experienced and passionate colleagues within a success­fully growing family-owned com­pa­ny
Benefit from a challenging career opportunity with an extensive training program
In this challenging job you get the possibility to take initiative and further develop the function