Technical Supervisor – Field Service BIA Zambia Ltd

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