Supervisor Field Service

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Supervisor Field Service provides guidance and direction to the Field Service Technician group. Manages team efforts to install, debug and provide technical maintenance for product and component hardware and software, mainly on customer premises. Ensures accurate, timely and consistent provision of scheduled inspection, cleaning and other services including minor product repairs. Inspects and / or manages inspection of products for correct operation and resolves noted issues and / or escalates according to established procedure. Ensures all service and related support activity is performed according to contracted customer agreements and is delivered in a manner that enhances customer satisfaction.

This role is fully remote and it requires occasional travels across Ireland and to the UK. Candidates from both Republic of Ireland and Northern Ireland are welcome to apply.

• Provides day-to-day, frontline supervision of Field Service Technicians across an assigned territory.
• Ensures team provides timely and effective customer / end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Field Service operations.
• Drives improvements to installation, maintenance and updates of client equipment and services.
• Ensures equipment inventory is maintained at appropriate levels.
• Identifies opportunities for department-wide improvement and communicates with management to propose changes as appropriate.
• Communicates, implements and supports process change initiatives as directed by management.
• Manages team projects as assigned.
• Provides administrative support as required.
• Acts as key escalation point for team technical and process issues and oversees ongoing problem resolution.
• Allocates assignments, establishes work priorities and monitors performance.
• Ensures compliance with company policies, contracted customer agreements and established SLAs.
• Travels to UK for team meetings several times per year, and requirement to meet direct team face to face a couple of times a year to discuss performance and increase engagement.

• University educated or equivalent work experience required.
• Experience in a Field Service setting highly desirable
• Fluent business English skills (Written and spoken).
  
  Nice to Have:
• Previous people management experience.
• Experience managing a geographically dispersed engineering team.
• Experience within a technical/service delivery environment.

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