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Supervisor, Field Services
2 weeks ago
We are seeking an experienced and dynamic individual to join our team as a Supervisor of Field Services. The supervisor will be responsible to develop and execute effective operation and maintenance (O&M) processes to meet the service needs of the company products - once deployed in the field - to ensure solution performance, and drive customer satisfaction through Service Excellence.
In this role, the supervisor will be responsible for leading a team of service engineers and technicians conducting various activities such as:
- Commissioning the company solutions in the field
- Training of customers on operation and maintenance of specific equipment
- Remotely monitoring the solution operation in the field and responding to various levels of alarms within pre-defined timeline,
- Performing routine and periodical maintenance tests, or troubleshooting of solutions to ensure readiness and high performance of products,
- Managing long-term service agreements with customers for products owned by them.
- Managing the short-term rental agreements and services associated with products deployed at customer sites for the duration of services,
- Ordering and maintaining spare parts' inventory,
- Maintaining records of service maintenance events, troubleshooting resolutions, and accurate follow-up, to drive customer satisfaction.
- Maintaining tools and test equipment, ensuring they are accurately calibrated.
This position requires a combination of strong technical expertise, leadership skills, and excellent customer relationship management.
Work condition is hybrid with 3+ days of work from office requirement (in Vaughan / Concord). Up to 50% travel in Canada or to US is required for visiting project sites and customers.
The primary job requirements are:
- Lead and supervise a team of field service engineers and technicians, providing guidance, support, and direction to ensure efficient and effective service delivery.
- Develop new or improve existing O&M processes for effective monitoring and performance evaluation of product operation in the field to minimize risk of failure and maximize uptime and utilization.
- Coordinate and oversee the commissioning of new products and projects, ensuring adherence to project timelines, quality standards, and safety protocols.
- Manage and prioritize the team's workload, ensuring timely response to customer requests, troubleshooting, and resolving technical issues, and meeting service level agreements.
- Act as the primary point of contact for customer interactions, maintaining strong relationships and effectively addressing any concerns or inquiries related to electrical operations.
- Collaborate with internal stakeholders, such as project managers and engineers, to coordinate resources and provide technical expertise for electrical system installations, upgrades, and maintenance activities.
- Develop and implement standard operating procedures, safety protocols, and quality assurance measures to optimize service delivery and ensure compliance with industry regulations.
- Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs to enhance the team's skills and capabilities.
- Stay up to date with industry trends, advancements, and best practices in renewable energy electrical systems to continually improve service offerings and provide expert guidance to the team and customers.
- Supporting marketing, sales, and proposal team for securing new orders.
Expected level of qualifications, skillset and expertise are:
- BA or master’s degree in electrical or mechanical engineering,
- Proven experience (minimum 3 years) of performing field services, project commissioning, filed testing, preferably within the renewable energy sector in North America.
- Strong knowledge of electrical systems, battery energy storage systems, power converters, EV charging systems and troubleshooting techniques associated with those systems and components.
- Excellent leadership and team management skills, with the ability to motivate and guide a diverse group of engineers and technicians.
- Customer-centric mindset with exceptional communication and interpersonal skills to effectively engage with customers, understand their needs, and provide satisfactory solutions.
- Ability to analyze complex technical issues, develop innovative solutions, and make sound decisions.
- Experience working with both internal team members and external customers for collaborative success.
- Extensive knowledge of safety protocols, regulations, electric codes and work safety best practices in the electrical industry.
- Flexibility to travel to various project sites and work in different environments as required.
- Proficiency in using computer software and tools for documentation, data analysis, and reporting.
- Fluency in English language - both technical and business written and verbal communication.
- Must have and maintain a valid Driver's License.
- Must b
