Servicing Supervisor

Otis Advent Ltd

• Establish effective working relationships with customers and technicians, ensuring motivation, evaluation, and
professional development.
• Liaise with After Sales Manager and Servicing Technicians according to operational exigencies.
• Ensure that services and repairs are provided to the highest quality and standard by conducting random
inspections regularly on lifts after routine service.
• Ensure that employees carry out their assigned tasks in full compliance with the rules and safety measures
prescribed by the laws in force, as well as company standards, and that all activities carried out comply with
the provisions of the Otis Code of Ethics
• Receive from the superior the objectives (hours, completed, calls, costs, etc.) of the annual plan and develop
with them the most suitable actions to achieve these objectives.
• Visit the lifts to check their general condition, define any needed repairs, and improve functionality and safety.
Consequently, report any dysfunctions that require intervention or customer management to the office
personnel.
• Evaluate appropriate technical interventions to reduce calls and black shirts to improve service quality,
customer satisfaction, and productivity recovery.
• Verify the training status of employees, identifying deficiencies on which to intervene and planning the
necessary training courses in collaboration with the management.
• Identify how to improve the logistical organization (rationalization of routes, movements and resources used)
in order to recover productivity and efficiency
• Carry out safety meetings according to the agenda transmitted by Otis headquarters and promote the
technical and safety training to its employees
• Carry out safety audits of the plants, its collaborators (FPA) and subcontractors according to company
regulations, to ensure compliance with safety conditions, Otis standards and to verify the use of collective and
individual protective equipment.
• Periodically verify the conformity of PPE and equipment supplied to its employees, managing any
replenishments, replacements, and modifications.
• Act as the link between the servicing team and the Company’s management also during internal meetings.
• Provide detailed schedules of the work in progress where required and provide feedback accordingly to
facilitate planning.
• Assist aftersales technicians during ‘on call duty’.
• Flexibility to conduct overtime on a short notice depending on work exigencies.
• Handle ‘after hours calls’ and distribute jobs accordingly to the ‘on call duty’ technician.
• Provide effective and timely communication to all stakeholders regarding technical information, resolution of
issues and achievement of milestones listed in the snag lists.
• Build positive relationships with customers, apply excellent customer care at all times and oversee the
preservation of both the clients’ and company’s property and equipment.
• Support in responding to customer letters for technical problems (speed of intervention, customer/plant visit,
problem resolution, timeliness in response).
• Be aware of any health and safety issues; also understand appropriate ergonomic techniques.
• Attend any training provided by the Company and complete the respective assessments accordingly.
• Maintain customer’s trust relationship by keeping service information confidential.
• Follow all company’s filed procedures and protocols.
• Any other duties as may be necessary from time to time

Attributes

• Conducts a professional behaviour with a positive ‘Can Do’ attitude.
• Organised, works independently and able to prioritise his/her work load.
• Strong customer services practices and skills.
• Punctual and dependable.
• A clear communicator and an active listener.

Qualifications

• Minimum of 3 year experience in a similar role within a technical industry preferably in a customer oriented
environment.
• Preferably MQF Level 5 Diploma in Electrical/ Mechanical subjects
• Excellent written and oral proficiency in English and Maltese.
• Strong proficiency with the Internet, Microsoft Office and electronic devices.
• A valid driving license.