KEY ACCOUNTABILITIES:

• Delivers service excellence daily in keeping with Amaranth Business Solutions Limited’s Philosophy.
• Supervises the Technical Team through guidance, mentorship and coaching in providing a high level of technical and customer service as well as alignment to Company policies and procedures
• Works with Service Delivery Manager to establish performance goals for the Team in alignment with the Company’s strategy and manages performance targets
• Prepares monthly team productivity reports and KPIs, investigates variations in agreed performance standards and implements remedial actions to support improvement where required
• Develop strategies to meet and exceed monthly and quarterly targets and continually grow leads and opportunities pipeline
• Oversee leads and opportunity pipeline and collaborates with customers, Service Engineers and internal support to ensure that opportunities are closed within the projected timeframe
• Collaborates with the Service Operations Coordinator on contract renewals and make recommendations based on evaluation of equipment and customer short- and long-term objectives
• Participates in the Department’s annual budget and ensure that approved budgeted expenses are actioned as per agreed schedule
• Monitors and reports on the Service Engineers’ career progression through measurement of their training and performance against a defined competency index.
• Identifies Service Engineer training needs, and coordinates scheduling and execution of approved training.
• Coordinates Administrative activities for Service Engineers.
• Ensures Service Engineers are adequately outfitted with the necessary tools and equipment, which includes but is not limited to Personal Protective Equipment.
• Key departmental liaison for HSE requirements and delivery metrics for same for direct reports
• Leads the prioritization of daily service call schedule by customer and severity (SLA), with particular attention to escalated, outstanding, and repeat or trouble calls.
• Manages Service Engineers’ utilization of assigned spare parts and makes recommendations on required inventory levels in keeping with projected service activity
• Coordinates delivery of parts to Service Engineers
• Coordinates or performs random quality (QSAP) audits.
• Prepares quotations and POs as required
• Works closely with Account representatives to resolve and minimize customer escalations by providing thorough follow-up, investigation and reporting as required.
• Maintains keen oversight of the Territory’s Key Account Management processes through monthly face-to-face or remote contact with Customers
• Through self-study and company-sponsored training, develops knowledge and soft skills necessary to effectively manage the Technical Team and maintain knowledge of current Solutions & Services provided by the Company.
• Any other related duties which may be assigned.

OTHER DUTIES AND RESPONSIBILITIES

• Acts as stock count Team Lead while participating in the bi-annual and periodic stock counts.
• Conducts daily weekly and monthly territory team meetings (or when required) as well as participates in other regular Team, Department, Company (e.g. Townhalls) or Committee meetings as required.
• Works with the HSSE team to ensure compliance with HSSE standards and practices and applicable legislation.
• Ensures compliance with Group’s Business Continuity Programme (BCP) and adheres to Company policies and practices.

SUPERVISORY RESPONSIBILITIES

• Service Engineers & Support Service Engineers

KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE:

• A minimum of an Associate’s Degree in Management, IT or any other related discipline
• A minimum of five (5) CXC / O’Level passes including Mathematics and English (I & II)
• At least five (5) years experience in a technical service environment
• At least three (3) years proven supervisory capability in a similar role
• Proven negotiation and dispute resolution skills
• Computer literate & proficient in Microsoft Office suite
• Ability to work independently, with minimal supervision and exercise commensurate levels of initiative and judgement
• Ability to meet deadlines and excel under pressure, acting decisively and with a sense of urgency
• Cognitive flexibility required to quickly shift focus between different tasks and situations
• Ability to coach, mentor and delegate
• Customer focused and operates in the spirit of service
• Strong analytical and problem-solving skills
• Excellent communication (verbal and written), interpersonal and presentation skills
• Strong planning, organising and time management skills
• Possession of a reliable working vehicle

FISCAL RESPONSIBILITY
(Budgeting responsibilities, approval privileges on purchase orders, cheque requests, and other financial transactions.)

• Budget responsibilities – as requested by Service Operations Manager

EXTENT OF PUBLIC CONTACT
(Within and outside the company)

• All employees
• Vendors / Suppliers
• Internal and External Customers
• Internal and External Auditors
• Consultans

PHYSICAL DEMANDS
(Walking, lifting, equipment operation, etc.)

• Driving / Walking
• Sitting
• Bending
• Lifting
• Extensive use of computers / tablets / tools
• Use of MFPs
• Use of specialised equipment
• Working in a secured space

WORKING CONDITIONS AND ENVIRONMENT
(i.e. necessary travel, unusual work hours, unusual environmental conditions, etc.)

• May work extended or unusual hours
• Driving to external meetings and other office locations when required
• Multi-tasking
• Local/foreign travel for training and work
• Travel between Trinidad & Tobago as required

PERSON PROFILE

• Focused on internal and external Customer Service
• Must have high moral and ethical standards and values
• Strives to ensure good corporate governance and good business ethics in the execution of job performance
• Takes responsibility for assignments. Pro-active and willing to go beyond the call of duty
• Persistent in the face of challenges
• Focused, self-motivated, results-oriented and displays enthusiasm for the job
• Must be able to command respect and commitment from customers, suppliers, colleagues and direct reports to achieve objectives
• Must be a team player to contribute meaningfully to achieve team objectives
• Shows initiative in providing feedback and follow-thorough on action items
• Conducts business activities with professionalism and integrity and avoids conflicts of interest
• Subscribes to a culture of continuous learning and development
• Dynamic thinker, able to consider and implement alternative solutions, outside of established norms.
• Professional in outlook and behaviour
• Confidential