Field Service Manager-CTIP (146523)

Functional area: Service

Country: Taiwan

City: Hsinchu/ Zhubei

Company name: Edwards Technologies Ltd

Date of posting: Aug 20, 2024

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[Your Role]

• Direct management to ensure that the field service team are adequately equipped with tooling, support stock and other facilities with careful attention to optimizing available budgets.
• In conjunction the KAMs & Operations Management proactively support new business for Edwards by expanding current scope of service activity for existing customers. This may be through upgrading accounts from basic troubleshooting support to fully tailored site service offerings, and other service programs and passing on leads for equipment requirements to the sales department.
• Maintain and plan consignment stock strategies for Taiwan leveraging positions where possible for efficient use of these assets. Prepare justifications to management for purchases as and when required.
• Prepare and quantify cost for Service contracts, supporting local management and attending customer presentations and meetings as required during the negotiations.
• Ensure that safety management systems are in place and fully maintained across all field service disciplines.

[To succeed, you will need]

• Work to Edwards and legislative standards to ensure the safety of people, process, equipment, and environment for all field and onsite engineers within the territory.
• Ensure contractual commitments are completed.
• Support Field Engineers ensuring appropriate standards of service are provided.
• Ensure all Field Service Team Leaders schedule work, allocate & develop appropriate skill level of their respective teams. Ensure correct allocation of labour and materials required to economically perform the job.
• Ensures latest SIB (engineering change), product training and safety bulletins are communicated and implemented.
• Interface with customers at all appropriate levels and facilitate product enquiries and technical advice to customer’s engineers.
• Report events and actions to the CMO and BD
• Manage budget and expenditures, ensures correct allocation of labour and material costs.
• Set-up and monitor escalation path, skills matrix.
• Ensure that all operational, technical and reporting requirements are achieved.
• Ensure local inventory is available to provide a effective customer support.
• Ensure that all safety and regulatory requirements are fully met and maintained, and ensure SHEQ directives are fully implemented within the local Field Service organisation.
• Support the Customer Support & Service Manager (Asia), and Site teams on projects or activities as directed.
• Identify, hire, motivate, supervise, train/develop all functional reports, and assist development for indirect on-site teams.
• Ensure local resource is trained to provide adequate service coverage for all products within the territory. Works with sales to determine ahead of time regional training requirement.
• To promote Best Operating Practice in field service.
• Work closely with customers and internal departments towards continuous improvement relating to service.
• Support regional Best practice manager to ensure appropriate technical resource is available to assist with the development of BOP in Taiwan.
• To develop routines and tools in conjunction with local management, that manages the scheduling and resource of field service activities such as commissioning, maintenance, troubleshooting, warranty support and other contractual commitments.
• Directly manage the local technical support team ensuring tech and product issues are resolved efficiently and effectively.
• Develop close liaison and communication channels with Technical support and regional services organization in order to leverage wider support and focus when required.
• Improve controls in field service, through data collection and record keeping (e.g. safety, warranty, costs and other measurables).
• Control territorial costs within budgeted guidelines to ensure cost effect field organisation.
• Assist with the Management of warranty and quality in line with local requirements.

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