Supervisor, Field Service POL

CAMECA is a world leading supplier of microanalytical and metrology instrumentation for research and process control. Our instruments measure elemental and isotopic composition in materials down to atomic resolution and equip government and university labs as well as high-tech industrial companies around the world.

Reporting to the Manager Field Service, the Field Service Supervisor ensures service operations are executed efficiently, maintaining high-quality customer service standards, and providing leadership and guidance to team members. The Field Service Supervisor serves as the key link between the Field Service Engineers and the Field Service Manager, ensuring operational goals are met and customer satisfaction remains a top priority.

KEY RESPONSABILITIES 

Team Leadership and Development:
-    Supervise a team of Field Service Engineers, providing guidance, mentoring, and support.
-    Oversee workload distribution and ensure efficient scheduling of service tasks.
-    Conduct regular performance evaluations and identify development opportunities for team members.
-    Organize and facilitate training sessions to improve technical skills and customer service capabilities.

Operational Excellence:
-    Monitor and ensure adherence to service protocols, safety standards, and company policies.
-    Collaborate with the Field Service Manager to set and achieve operational goals, KPIs, and performance metrics.
-    Provide on-the-ground technical assistance and troubleshooting support when needed.
-    Ensure timely and accurate completion of service reports, documentation, and administrative tasks by the team.

Customer Satisfaction:
-    Act as an escalation point for complex customer issues, ensuring they are resolved promptly and professionally.
-    Work closely with the Field Service Engineers to ensure customer needs are met and satisfaction levels are high.
-    Identify opportunities for service improvement and collaborate with the team to implement solutions.

Resource Management:
-    Assist in managing the inventory of spare parts, ensuring availability and optimal stock levels.
-    Coordinate resource allocation to ensure timely and effective service delivery.
-    Oversee tools and equipment maintenance, ensuring readiness for service operations.

Collaboration and Reporting:
-    Liaise with internal departments, including sales, product development, and technical support, to address customer needs effectively.
-    Provide regular updates and reports to the Field Service Manager on team performance, challenges, and progress towards goals. 
-    Stay informed about technological advancements and service best practices to drive team innovation.

Safety and Compliance:
-    Implement and enforce safety protocols for all Field Service activities, ensuring compliance with company policies and local regulations.
-    Monitor radioprotection compliance, including verifying dosimetry records and ensuring team members follow safety guidelines for working with or near radiological equipment.
-    Conduct regular safety briefings and ensure all team members are trained in radiological safety measures.
-    Audit safety practices within the team and address any gaps to maintain adherence to international standards and local laws.
-    Act as the intermediary between Field Service Engineers and the Field Service Manager on safety and compliance matters, escalating issues when necessary.
 

EDUCATION & EXPERIENCE 

-    Bachelor’s degree in engineering (Electrical, Mechanical, or a related field) or equivalent technical qualification.
-    5+ years of experience in field service or technical support roles, with at least 2 years in a leadership or supervisory position.
 

PROFESSIONNAL KNOWLEDGE REQUIRED & ABILITIES 

Skills and Competencies:
-    Strong leadership skills with the ability to motivate and manage a team effectively.
-    Technical expertise in troubleshooting, diagnosing, and repairing advanced systems, preferably in microanalysis instruments or similar fields.
-    Excellent communication and interpersonal skills to foster collaboration and build strong relationships with customers and team members.
-    Strong problem-solving and decision-making abilities.
-    Proficiency in documentation, reporting, and administrative tasks.

Other Requirements:
-    Willingness to travel as needed to support the team and customers.
-    Familiarity with safety and compliance standards in field operations
-    English level: B1