After Sales Service Supervisor
2 weeks ago
**Main Duties and Responsibilities**:
**According to Dextra Group policies and values, AFS technician's main duties are as below**:
**_ Ensure Commissioning/decommissioning _**_for all DEXTRA equipment:_**
- Advise the Client on the optimal workshop arrangement for the equipment (layout/storage & working racks/cranes etc.).
- Ensure the Installation & commissioning of the equipment for all the countries/project’s sites.
- Coordinate with Customers the audit information needed & pre-shipment preparation & packing for equipment decommissioning.
**_ Ensure the availability of Documentation for all DEXTRA equipment:_**
- Make available ground floor all the up-to-date documentation (Machine handbooks, BEPQM & TOOLS & consumables references).
- Make accessible for all DEXTRA equipment on site for all troubleshooting notices for the most repetitive breakdowns, for all DEXTRA machines.
**_ Ensure customer training_**_ for all DEXTRA equipment crew:_**
- Train & monitor (by regular audit) that all new operators/setters / QC inspectors/maintenance technicians/supervisors are covering their scope of work & ensure the Issue of training reports (and optional Training certificates).
- Train the Client’s setters & operator on the preparation of test samples.
- Train the Client’s steel fixers on the splice assembly at site.
- Train the Client's managers and supervisors on E-ticketing implementation.
**_ Ensure technical support Level 3 - on-site & from remote:_**
- Ensure a good response time to E-tickets.
- Ensure the needed technical assistance L3 for maintenance from remote, or on-site if needed.
- Monitor & evaluate the efficiency of the preventive maintenance Level 1 & Level 2 activities ensured by the client.
- Monitor & evaluate the efficiency of the corrective maintenance Level 2 activities ensured by the client.
- Conduct preventive maintenance Level 3 of all DEXTRA equipment.
- Advise the customer on the local supply of standard parts.
- Monitor the standardization of DEXTRA equipment on-site & supervise the machine upgrade deployment planning.
- For each troubleshooting ensured by DEXTRA, a technical service report will be provided to the Client (symptoms/root cause Analysis/action to repair/parts changed/pending issues).
**_ Ensure_**_ Supervision:_**
**At each site’s visit opportunity**:
- Monitor the production output and provide recommendations on how to optimize the effectiveness of the workshop.
- Review that operation and quality procedures in place are followed by the Client.
- Supervise randomly the operations of bars cutting, cold forging, threading, and thread integrity testing.
- Review that the Inspection Test Plan (ITP) is followed by the Client.
- compliance with DEXTRA documentation.
- Verify that no coupler other than Dextral’s is used on DEXTRA equipment.
**On a daily base when we are assigned “full time on-site” supervision**:
- Witness testing whenever considered necessary. Randomly check that the production settings, processes, and controls are done.
- Verify that qualified operators are preparing the test samples.
- Maintain a filing of the following records: Production record for each set of equipment, One logbook per machine for preventive maintenance level 3, and Corrective and Preventive action requests.
- Record daily in the Production Report the volume of threads produced and the causes of downtime and shall provide recommendations for improvement (5M method).
**_ Ensure_**_ Reporting & Communication:_**
- Receive the Client’s queries (E-ticket) and convey them to the person in charge within Dextra’s organization.
- Report any observed deviation from the standard processes to the management of the Client and to Dextra’s upper management level.
- Ensure monthly analysis of the DEXTRA equipment in terms of performance (Safety/reliability/productivity/maintenance efficiency)
- Propose, from the above analysis, an action plan to improve the global performance of equipment when a gap is identified. (MTBF /MTTR / Bd. Rates / Cost/productivity).
- Ensure, based on facts from the initial equipment audit, a consolidated technical explanation to highlight the necessity & added value of the proposed services packages to our customers. To demonstrate the benefits these packages will bring in terms of ROI.
- Create and maintain the contacts list within the Client’s organization.
- Monitor competitors’ activity at the site (if any).
**Qualification Requirements**:
- Bachelor’s degree in engineering or related field
- Experience in customer service role would be beneficial.
- Experience in quality control / inspection would be beneficial.
- Experience on abroad project would be beneficial.
- Very good command of spoken and written
- Proficiency in Microsoft Office
- Willingness / ability to travel regularly (30% to 50% of the time) in his geographical area, for periods of 2 to 5 consecutive days.
- Ability to work on project supervision field.
- Electrical / Mech
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