Service Supervisor

Job Description

Date Posted:

2023-07-12

Country:

United Arab Emirates

Location:

3rd Floor, Office# 304 Al Montazah Tower, Khalidiya Street, Al Bateen W10, Abu Dhabi, P.O Box 3467

Absolutes

• Be fully conversant and compliant with all Environmental Health and Safety procedures.
• Ensure own Engineers work within the laid down company safety procedures, to achieve company targets for Lost Time Incident rate and severity rate.
• Carry out Fatality Prevention Audits (FPA) and Safety Inspections
• Assist the Service Delivery Manager with regular minuted safety meetings and engineering issues with all Engineers.
• Work with Service Delivery Manager to ensure 100% of units on portfolio are Risk Assessed.
• Ensure adherence to all Company Policies and Procedures.
• Complete quarterly ethics module as advised by Ethics and Compliance Officer.
• Fully comply with all Quality, Environmental and Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, RAMS and Quality(OPXL).

Customer

Proactively schedule and plan workload for a team.

Complete maintenance on lifts and escalators on identified route in line with maintenance completion targets and as required by local management team.

Ensure company and customer specific paperwork is completed after every site visit.

Achieve all Service Excellence standards.

Ensure customer complaints are acknowledged and addressed

Financial and Performance KPIs

• Deliver and support Company and Business Unit target for margin on maintenance works, specifically related to control of hours and materials
• Ensure all call backs are attended to in a timely manner. Drive first time fix rate to assist with call back reduction targets for the area.
• Maintain optimum efficiencies, by utilizing the best tools and methods and by ensuring the hours spent on maintenance and call-backs are in line with Company-identified targets.
• Identify opportunities for repair estimates for bookings in line with local and national targets

People

Recruit, manage and lead team in order to improve overall performance levels and develop necessary talent. Assess field team’s skills and drive improvement to close skill gaps.

Develop, implement, manage, and support a team structure and culture that encompasses Engineers and the Customer Contact Centre.

Manage the performance of Engineers, including training, on-site coaching, guidance and providing technical support to team members and, where required, formal performance management.

· Investigate grievances and misconduct matters and conduct hearings where required

Quality

• Ensure 100% maintenance visits and call-back reduction.
• Use quality audit data to identify and address Engineers’ development needs

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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