Technical Supervisor - Must be License Engineer

The Technical Supervisor is responsible for leading and overseeing the daily operations of the Mobile Team, ensuring efficient execution of installation, maintenance, troubleshooting, repair, and technical support activities. The role provides technical leadership, workforce supervision, quality assurance, and customer service support while ensuring compliance with safety standards and company policies.

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Key Responsibilities

Team Leadership & Supervision

• Supervise, coach, and develop mobile technicians to ensure high levels of performance and productivity.
• Plan, assign, and monitor daily work schedules, service requests, and field activities.
• Conduct regular team meetings, performance discussions, and technical briefings.
• Ensure proper staffing and resource allocation to meet operational requirements.
• Evaluate team performance and recommend training and development opportunities.

Operational Management

• Oversee field service operations and ensure timely completion of assigned tasks.
• Monitor work quality and adherence to company standards, procedures, and service level agreements (SLAs).
• Coordinate with customers, stakeholders, and internal departments regarding service schedules and project requirements.
• Ensure efficient utilization of vehicles, tools, equipment, and materials.
• Manage escalation of technical and operational issues.

Technical Support & Problem Resolution

• Provide advanced technical expertise and guidance to field technicians.
• Troubleshoot complex technical issues and recommend corrective actions.
• Review technical reports, job completion documentation, and maintenance records.
• Ensure compliance with technical specifications, quality standards, and operating procedures.
• Support implementation of new technologies, systems, and processes.

Safety, Compliance & Quality Assurance

• Promote and enforce workplace safety policies and procedures.
• Conduct regular safety inspections and toolbox meetings.
• Ensure compliance with regulatory requirements and company standards.
• Investigate incidents, accidents, and service failures, recommending preventive measures.
• Monitor quality performance and implement continuous improvement initiatives.

Customer Service & Stakeholder Management

• Serve as the primary point of escalation for customer concerns and technical issues.
• Build and maintain positive relationships with customers and business partners.
• Ensure customer satisfaction through timely and effective service delivery.
• Support contract execution and service performance requirements.

Reporting & Administration

• Prepare operational, technical, and performance reports.
• Monitor productivity metrics, service completion rates, and resource utilization.
• Maintain accurate records of field activities, inventory, and equipment status.
• Recommend process improvements to enhance operational efficiency.

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Qualifications

Education

• Bachelor's degree in Engineering, Information Technology, Electronics, Telecommunications, or a related technical field.
• Relevant technical certifications are an advantage.

Experience

• Minimum 3-5 years of technical field service experience.
• At least 2 years of supervisory or team leadership experience.
• Experience managing mobile or field service teams is preferred.

Skills & Competencies

• Strong technical troubleshooting and diagnostic skills.
• Leadership and people management capabilities.
• Project and operational planning skills.
• Excellent communication and customer service skills.
• Problem-solving and decision-making ability.
• Knowledge of occupational health and safety practices.
• Proficiency in Microsoft Office and service management systems.
• Ability to work under pressure and manage multiple priorities.

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Key Performance Indicators (KPIs)

• Service Order Completion Rate
• Response Time and Resolution Time
• Customer Satisfaction Score (CSAT)
• First-Time Fix Rate
• Team Productivity
• Preventive Maintenance Compliance
• Safety Incident Rate
• Equipment/Uptime Performance
• Quality Audit Scores
• Employee Attendance and Team Engagement

Reporting Line

Reports To: Operations Manager / Technical Manager / Service Delivery Manager