Job Purpose:
The role of Field Service Team Leader is pivotal in the growth strategy of Mobile Test and Cal.
As the world leader in calibration services, we provide precision calibration expertise in every industry, geography and instrument across the world. Trescal combines the power of an international group, a dense network of technical experts and responsive local laboratories.
As a service company, our people are at the heart of what we do. We provide training programs, engagement with local communities and a commitment to improve the world around us, inch by inch.
The Field Service Team Leader is a hands-on technical leader responsible for delivering high-quality, chargeable field calibration services while providing day-to-day leadership, coordination and administrative support to a team of field technicians.
This is a working team leader position, with an expected time allocation of approximately:
* 60% Chargeable field work, and
* 40% leadership, coordination, and administrative duties
Duties and Responsibilities:
Operational & Technical
* Perform field calibration, testing, inspection, and certification services in accordance with company procedures (e.g. MTC calibration procedure), customer requirements, and applicable accreditation standards.
* Deliver work safely, efficiently and to agreed turnaround times.
* Act as a technical escalation point for complex or non-routine jobs.
* Ensure accurate completion of risk assessments, JSA, SWMS, field documentation, service reports and certificates.
* Run the quarterly toolbox meetings.
* Be responsible for the care, use and accountability of calibration equipment and MTC assets.
* Maintain professional representation of the business at customer sites.
Leadership Style & Communication
* Provide day-to-day leadership support and coaching to field technicians.
* Liaise with Field Service Manager and keep regular communication regarding service delivery, scheduling and operational issues.
* Has a high Emotional Intelligence (EQ) able to read the room. Is self-aware and knows how to use their influence to build trust and handle tricky team dynamics.
* Shows genuine empathy because you actually care about your team's well-being. You're the first to offer help when someone is struggling.
* Participate in and promote teamwork within the service area and across the wider business.
* Allocate work and coordinate schedules to meet operational and customer requirements.
* Support onboarding and training of new technicians.
* Coach and mentor junior staff to support skill development, quality and performance in line with company KPI's and QA.
* Able to delegate and motivate. Great at encouraging the team to hit their targets and take pride in their work.
* Manages conflict by being the "cool head" in the room. You fix disagreements early and fairly, without letting tensions escalate.
* Positive attitude and views work through a positive lens and bring a solutions-focused attitude that keeps morale high, even when the pressure is on.
Customer & Commercial Support
* Handle first line customer queries and minor complaints on site, escalating major or unresolved issues to the Field Service Manager.
* Work collaboratively with Customer Service Representative (CSR) to support service delivery and the achievement of budget and service outcomes.
* Monitor and improve operational TAT by overseeing timely job completion and resource management.
Administration, Safety & Quality
* Ensure all jobs are completed in a timely fashion with best possible Turn Around Time (TAT)
* Ensure that reports are accurate and error free before they are submitted to Service Coordinators, or clients
* Coordinate Maintenance and calibration of internal equipment
* Ensure any Laptops and Phones provided are treated with care and maintained in good order. Any problems, loss or damage are to be brought to the attention of your Field Manager or State Manager
* Report all site safety incidents or in Trescal Labs to the State Manager and OHS Officer immediately.
* Completed appropriate risk assessments, Job Safety Analysis (JSA), Safe Work Method Statement (SWMS)
* Manage monthly field budgets and resource allocations to ensure operational profitability and alignment with business targets.
* Keep on top of team admin, including timesheet approvals and leave requests, to avoid any payroll delays or coverage gaps.
* Assist with pricing and quoting as directed by the Field Manger or State Manager
* Any other reasonable tasks as instructed by the Field Manager or State Manager
Required Qualities
* Formal Electrical and or Electronics qualifications- diploma or equivalent
* Ideally knowledge of calibration industries- Familiar with NATA and Traceable calibration
* Knowledge of basic computer applications e.g. Word, Excel, PowerPoint etc.
* Strong organizational skills and ability to stick to agreed deadlines
* Flexibility and a team-based approach to tackle workload day-to-day
* A passion for continuous improvement
* Ability to work autonomously
* An open mind
* A "can do "and solution focused attitude
* Professional presentation and approach to the job, colleagues and clients.
* Professional level of written and verbal communication skills.
* Excellent customer service skills.
* Dedication to building long lasting relationships with customers and stakeholders
* Dedication to exceeding sales targets in the budget
* Able to work autonomously on a daily basis and manage time effectively.