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  • Job reference: RMS0101803

Operations Engineer

  • Sector: Engineering
  • Location: St. Neots
  • Job type: Permanent
  • Date posted: 19/03/2012
This vacancy has now been filled.

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The Company:
The client is a leader within the Automation and Control Systems field with operations in 100 countries worldwide. They specialise in providing integrated solutions to the Transmission and Distribution and Oil & Gas industry with projects offshore and overseas.

The Role:
• To manage day to day activities of the Service engineers including assignment of engineers to ensure correct skill sets for the tasks, and to manage and optimize engineer utilisation
• To achieve a high level of service excellence for the purpose of generating future business, either directly or by reputation
• To ensure professional and flexible service delivery
• To maintain a high quality of Service presence and process
• To ensure delivery of service contracts, projects and ad hoc work to meet scope of supply as defined in a quotation or contract document and customer’s order and commercial targets.
• To ensure a high level of safety in all field tasks
• To manage technical support for engineers to provide professional service delivery.
• To take ownership of service and support cases to ensure complete, effective and commercial delivery.
• To maintain effective contact with support personnel at other centres of excellence
• To handle, action and distribute engineering notices, field alerts, bulletins, etc.
• To monitor and enhance service engineer technical competence to ensure excellent service delivery
• To manage the induction and training of new engineers
• To ensure that all relevant information is stored and available for retrieval
• Arranging for information (e.g. methods, timescales, parts etc to be made available for quotation purposes
• Day to day management of Service operations
• Day to day liaison with Service Coordinators
• Carry out Site Inspection Tours in accordance with H&S requirements
• Monitor and audit Service quality guidelines
• Assisting in the preparation of departmental operating and capital budgets
• Approval in a timely manner of engineers’ expenditure (including man-hours, materials and expenses) and maintaining discipline in accurate and timely submission.
• Handling customer commendations and complaints
• Allocating resources to meet customer demand and contractual requirements
• Liaison with other service operations to co-operate by sharing resources and reducing overall group costs
• Participates in Product release to ensure professional service delivery
• Customer liaison on all after sales matters
• Assists account managers to promote the Company’s business, especially pertinent to after sales service.
• Develops sitework procedures to ensure effective and safe working practices
• Ensures that all safety and quality procedures are fulfilled
• To deputise for the Operations Manager in his absence
• To ensure that technical support cover is available at all times, including out of hours to fulfil contractual obligations.
• To ensure full use of service tools, including Powerhelp, ServicePro etc
• To produce monthly reports of support activities if required
• To review new product releases and to disseminate the information within the service team
• To feed back problem reports to the relevant quality organisations
• To manage the investigation of generic problems reported by customers

Essential Skills / Qualifications:
Education: Academic qualification in pertinent engineering discipline

Experience: Knowledge and experience of Process Control industry, Man management experience, Commercial awareness

Product Knowledge: General understanding of DCS and QCS
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