Field Service Supervisor

ATS Life Sciences Chicago is a fast paced, exciting and progressive company experiencing incredible growth! We are currently looking for reliable, ambitious and hardworking employees to join our team. As a company, we pride ourselves on building a culture that values employees and promotes innovation, diversity, excellence in communication and commitment to personal/professional growth. Join our team and you will find we advocate a healthy working environment and opportunities to experience the rewards of contributing to a proactive and competent team.

The Field Service Supervisor is be responsible for the day to day supervision, deployment and local technical support of field service resources to our regional customers. This individual will initiate continuous improvement initiatives, manage key performance indicators (KPIs), and ensure that customer satisfaction is exceeded. The Field Service Supervisor will help ensure we drive value added service solutions throughout the life cycle of our equipment that supports customers’ value drivers.

ESSENTIAL JOB DUTIES:

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  Manage the technical field service resources to staff service projects to meet schedules within budget.
• Manage the field service resource schedule and loading for all regional projects.
• Manage field service resources to meet utilization expectations
• Coordinate with engineering to ensure proper resources for project execution to meet schedules and within budget.
• Collaborate with Service Project Managers to ensure field techs arrive to the site prepared and with the right tools to maximize first-time fix rates.
• Help manage customer escalations and conduct problem-solving exercises to ensure continuous improvement in our regional field service capabilities.
• Participate as the subject matter expert in the customer on-call remote support program as necessary.
• Manage or coordinate all remote support activities (including resources from other departments) for customer on-call support.
• Support customer satisfaction surveys follow-up.
• Support customer complaint resolution and help identify area of continuous improvement initiatives based on complaint trends
• Coordinate with project management, sales and account managers to identify proactive solutions to maximize the service offerings and resource utilization. Promote value-added service solutions for customers by utilizing contractors, ATS team members at customer sites, and other appropriate resources.
• Support customer training programs with content development and execution.
• Responsible for the management and updating of applicable service departmental International Standardization Organization (ISO) procedures, guidelines, templates and best practices. Participate in audits as necessary to demonstrate conformance to department processes.
• Responsible for the timely management and adherence to company policy of employee related activities including but not limited to timekeeping and expenses.
• Collaborate with other ATS divisions and global groups to disseminate best practices, collaborate on opportunities and engage in corporate initiatives.
• Coach and mentor the team to ensure conformance to guidelines and best practices. Provide supportive and constructive feedback to team members and manage performance.

Must possess a valid passport (or be able to obtain one) for periodic travel outside of the United States. Travel expectation up 25-40% domestic with some potential international travel.

QUALIFICATIONS:

• A post-secondary diploma or degree specializing in technology, engineering or equivalent. Leadership and project management experience is an asset.
• Ten (10) years’ experience in service and/or project management and management in the automation industry.
• An excellent understanding of pneumatic, hydraulic, electrical and mechanical components, along with the ability to read drawings is essential.
• Experience with troubleshooting automation systems.
• Must be able to work in a multi-disciplined environment, often under pressure and strict time constants. Experience in dealing with customers to resolve problems is required.
• Strong background/education in lean processes, procedures, and manufacturing practices.
• Driven continuous improvement mentality and experience with conducting problem-solving exercises, root cause analysis and success implementation of initiatives.
• Requires excellent interpersonal and communication skills with fluency in English both written and oral
• Possesses excellent time-management skills and is able to coordinate multiple projects at a time.
• Resilient, ability to remain calm under pressure, self-driven, attentive to detail, consistent, and process driven.

JOB SPECIFICATIONS:

• The employee may be required to stand, walk, push, pull, reach overhead, and bend to the floor.
• Exert up to 50 pounds of force occasionally, and/or exert up to 10 pounds of force frequently.
• Visual acuity – Normal requirements for reading written instructions and computer screens.
• Hearing ability – Normal requirements for understanding verbal instructions.
• Working conditions – The employee is subject to a normal office environment with occasional exposure to high noise levels and/or physical hazards when visiting manufacturing floor.
• Capable of wearing appropriate related PPE for extended periods of time.
• Proficient with Microsoft Office suite.