Service Engineer

The role holder is responsible for managing the service field operations within the assigned geographical area including call backs preventive/reactive maintenance repair and modernization. The role holder acts as the second level of technical support and conducts safety audits to ensure all service/maintenance operations are conducted within Otis defined procedures. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Key Responsibilities:

• Provides management information and insights on all dimensions of work area performance to facilitate discussion and decision making both on a periodic basis and for adhoc management requests.
• Follows all relevant departmental policies processes standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Manages the day to day operation of the team employees to ensure zero accidents low call back rate reduction in labor/spare parts consumption zero cancellation.
• Cascades the organizational plan into individual accountabilities by distributing tasks in a balanced manner amongst all team members.
• Conducts safety audit at client sites to ensure all service/maintenance operations are conducted within the OTIS safe working procedures and WWJSSS requirement etc. to minimize any safety concerns.
• Evaluate performance metrics (call back/unit/year no of hours/unit/unit material cost/unit/year etc. of the team to devise corrective actions aimed at improving teams performance.
• Maintains close relationship with the employees as well as customers to maximize the customer satisfaction.
• Acts as the second level support on technical issues.
• Tracks the teams utilization against plan to ensure productivity in operations.
• Supports other junior colleagues with service/maintenance operations at the client sites acting as a coach to help develop their skills further.
• Conducts formal and informal trainings on technical tasks for team members to help develop their skills and enhance operational effectiveness.
• Notifies Finance Department of the work stages at the client site to enable the company to collect its dues without delay according to contracts or proposal and payment conditions.
• Prepares manufacturing orders material requisitions and material correctional documents (AMT).
• Prepares and maintains records for dispatching of equipment and for transitional construction works.
• Organizes and supervises the activities of team members in a manner that supports selfmanagement and continuous improvement.
• Provides coaching formal and informal feedback to team members in order to support their continuous development.

• Bachelors degree in business/engineering or equivalent
• Minimum 7 years as Service Supervisor
• Experience handling key clients is preferred