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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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State Field Service Operations Manager |
| Position Code: | 1791 | | Career Level: | 5 |
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Responsible for
Controlling Field Service activities in a large Region or State to achieve Customer Service and expense control objectives. |
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Reports To
National Field Service Manager or State Manager. |
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Supervises
A team of Field Service Engineers, Technical Support Engineers, and Service Centre staff. |
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Main Activities
Coordinating Pre-sales and Post-sales Support on a Region or State basis.
Organising and supervising the operation of Regional or State Repair & Service Centres.
Providing technical support in feasibility studies and equipment demonstrations.
Recruiting and training Field Service staff and planning the technical training of Distributors.
Monitoring customer difficulties and warranty claims and reporting any problems.
Preparing field service and inventory budgets and projections.
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Key Skills
Strong technical background and detailed product knowledge.
Organisational and control abilities.
Excellent customer liaison skills.
Ability to handle computer systems difficulties.
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Internal Contacts
State or Regional Sales & Marketing Management, Operations and Logistics Managers, Systems & Software Development. |
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External Contacts
Customers at all levels, Prospects, Distributors, Parts Suppliers, Sub-contractors. |
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Typical Experience
Extensive Technical training and Product Servicing experience. Typically has more than 5 years of experience in Field Service. |
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