Service Operations Supervisor - South Luzon

Functional area: Service

Country: Philippines

City: Binan, Laguna

Company name: Atlas Copco (Philippines) Inc.

Date of posting: Oct 18, 2024

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.

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
• Assigned area and team is North Luzon, expected to live in the area, relocate or travel intensively.

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 brightideas 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

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

Knowledge

• Computer proficiency
• Proficient in Microsoft applications such as Excel, Word, Power Point, 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

Benefits upon hire:

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

Benefits upon 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

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.