Field Service Engineering Supervisor

CLEVELAND  MOTION  CONTROLS (CMC)

(A subsidiary of  ITT Corporation)

 

Job Title: Service Supervisor – Industrial Products & Systems

 Reports To: Systems Product Manager

 



Role/Summary: Service Supervisor drives results and leads Systems, Web Tension, Drives and Amplifiers technical staff servicing, repairing and installing CMC products. Essential Duties and Responsibilities

·  Direct the scheduling of system startups and service calls all Systems, Drives, and Web Tension equipment to user base.

·  Manage budget (including monitoring and approving expenses) to achieve Service Department financial goals.

·  Solve installation and troubleshooting problems at OEMs and end user locations.

·  Manage customer disputes as they relate to service billings and charges.

·  Ensure Service Team members are highly trained and qualified to work on all Engineered Systems and Drives products.

o Monitor skill set of service team members, and schedule additional training to keep skills at highest level.

·  Maintain highest level of phone support to minimize customer downtime.

·  Maximize spare parts sales.

·  Provide product training to OEMs and training assistance to end users when required.

·  Actively provide feature input to engineering for new products and product improvements.

·  Aggressively obtain technical information from engineering department, and proactively communicate findings to marketplace.

·  Drive and assist in Quality Improvement initiatives.

·  Assist sales team in achieving global sales targets.

·  Perform other duties as required.

 

Essential Traits

·  High level of integrity.

·  Able to work with little or no supervision.

·  Demonstrates urgency and understands importance of customer satisfaction.

·  Able to balance multiple projects when several are considered "A" projects.

·  Strong problem-solving skills.

·  Able to work well with other members of CMC team.

 

Metrics

·  Labor Productivity

·  Billable Service Hours vs. Hours Worked

·  Sales Targets

·  Budget TargetsQualifications

·  Technical diploma or certificate in electronic technology; experience in electrical engineering or electronic technology preferred.

·  5+ years field experience in motion control equipment and AC and DC motor controls. 

·  Experience with motion control software and PLC programming a plus.

·  Knowledge of computers and Windows XP a definite plus.

·  Negligible travel.