Careers

Field Service Engineering Lead

Location: Shannon, Co. Clare

Company Background

We are an Irish company that have devoted the past 30 years to delivering innovative custom automation, build to print and tooling solutions for the world’s most advanced manufacturers. Consecutively chosen as a Best Managed Company in Ireland by Deloitte for the past seven years, we are committed to always, always delivering the right solution. We specialise in designing and building bespoke, reliable, complete solutions which automate highly complex production processes. Through deep client collaboration we support our customers on the automation journey as they transition to smart methods of manufacturing that ultimately drive productivity and business efficiencies.

The Role:

The role of the Field Service Lead is a new and important position operating at a high level in the business and reporting to the Operations Director. The lead will have responsibility for leading and managing a team of Field Service Technicians and Engineers.

This individual will lead, manage, and develop the Field Service capability for Modular Automation. This will encompass all aspects of Field Service team planning, customer response delivery and measurement to SLAs, commercial contract negotiation for new service contracts and contract renewals.

The role requires effective daily operations management of the team ensuring that the team have the capacity and capability to effectively deliver a best-in-class equipment service to our customers. The role requires an ability to deliver strong technical leadership balanced with strong customer and people management.

This is a customer facing role, working with customers in regulated industries with the responsibility for meeting customer equipment service needs and developing lasting partnerships with key customers.

Responsibilities:

Department Operations

  • Responsible for the day-to-day activities of the Service team
  • Meet agreed customer SLAs
  • Responsibility for ensuring that the team deliver best in class customer response, problem solving and issue resolution
  • Responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of the team and other resources
  • Create and manage team workplans so the team are clear on priorities, this will include ad-hoc Service call management and planned equipment maintenance work
  • Ensure team capacity and capability is in place to deliver on business needs
  • Work with the Commercial Department on proposal delivery for service contract renewals and new proposals
  • Develop the service offerings for the team aligned with commercial goals ensuring good balance of ad-hoc service and planned maintenance service
  • Develop and maintain systems to escalate technical field issues efficiently and effectively to inhouse SME team
  • Continuously work to reduce inhouse escalations through development of team capabilities and effective problem-solving skills
  • Manage external support contracts and SLAs with third party support and technology specialists as required
  • Set goals and objectives for the team and build a high performing team
  • Visit clients on site to service their equipment, install new machines and advise on other solutions available to production

People Management

  • Lead, motivate, communicate with, develop and performance manage staff to ensure staff are fully motivated to achieve best performance to meet the company’s needs
  • Embed clear structure and regular communications within team including standard work of the team, strategic alignment, workload management and team scorecards
  • Ability to coach teams through 1:1’s & feedback on performance
  • Work with Human Resources to recruit, interview, select and hire the very best talent

Continuous Improvement and Innovation

  • Promote innovation within the team and develop and execute a continuous improvement program
  • Work to embed and promote a culture of standardisation and continuous improvement work processes
  • Continuously improve and develop field problem solving skills

Qualifications & Experience:

  • 8+ years in similar role or related role
  • L8 Degree in Engineering discipline
  • Experience in Customer service or technical support and supervision role
  • People Management Experience an advantage
  • Department Management Experience an advantage

Key Skills & Attributes:

  • Excellent organisational skills
  • Customer focused
  • Ability to lead and manage a team
  • Self-motivated
  • Trustworthy & efficient
  • Excellent interpersonal & communication skills
  • Ability to make responsible & effective decisions
  • Systems thinker
  • Excellent planning, prioritisation and task management skills
  • Commercial awareness and focus

Location:

  • The role is based onsite in Modular Automation Shannon, Co. Clare
  • The role involves travel to supplier and vendor sites related to offsite technical support

To apply, please send your CV and Cover Letter to careers@modularauto.ie

Submit Your CV

If you don’t see a match for your talents among our current open positions, please do still email your CV with a cover note to be considered for future opportunities.

 
Email: hr@modularauto.ie