10 Jun 2016

Field Service & Support Manager Vacancy 2016

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Job Title: Field Service & Support Manager
Job Code: FSSM/SIC/160608
Reports To: General Manager
Location: Nairobi, Kenya

Closing Date: Open Until Filled

Summary: Our client is looking to hire a Field Service & Support Manager



Job Objective: Lead and manage the servicing and support of the organizations solutions at all field (automated manufacturer & importer) sites across the country in order to ensure its efficient and effective implementation and operation.

Manage the Field Service & Support Team to ensure full and effective utilization and continuous development of staff and resources.

Primary Responsibilities:

Field Service & Support

  • Establish and maintain an effective strategy for Field Service & Support for the organization system in Kenya.
  • Manage Field Service & Support staff to ensure that all corrective and preventative maintenance activities are planned and fulfilled in a timely and efficient manner, including the maintenance of an up-to-date Support & Maintenance plan.
  • Ensure that all external and internal inquiries and requests made directly to Field Service & Support staff are quickly answered and promptly resolved / fulfilled.
  • Ensure that external and internal SLAs and OLAs are met and that issues are escalated appropriately and resolved in a timely manner.
  • Maintain records and logs of work performed by the team.
Repair Center
  • Management of repair center tasks, including equipment testing and repair.
Incidents, Problems & CRs
  • Management of Field Service & Support staff work on assigned incidents, problems and change requests, including their participation in key deliverable reviews, acceptance testing, and deployment coordination.
System Implementation
  • Management of new installations, including the planning and coordination of technical site visits and solution tailoring / customization for each line, generation of implementation guideline documents, equipment ordering, equipment delivery, equipment installation and operator training.
  • Oversee the development of internal training materials and provision of training sessions for new and existing team members.
Team Leadership & Management
  • Manage the Field Service & Support team human resources, including recruiting, new staff assimilation & training, objective setting, performance reviews, employee development & training planning, and workload / assignment management.
  • Conduct Personnel Development Interviews (PDIs) with team members at least semi-annually, to set objectives, review results, provide feedback, and plan for staff development
  • Schedule team members’ workload to fully cover weekly & monthly service & maintenance needs and to fully allocate all resources.
  • Assign special tasks, projects, and initiatives to team members to fully utilize any downtime that they may have.
  • Review and approve key deliverables that are generated by team members.
  • Manage team member absences in the HRM Tool and ensure that vacation balances are planned to be fully used and that their timing does not obstruct our business activities
  • Develop and maintain a positive, cooperative, and productive working relationship between the Field Service & Support team and other internal and external teams.
Performance Measurement & Status Reporting
  • Work with the Service Centre Team and QHSSE Coordinator to define effective performance measures for Field Service & Support, implement systems to gather these measures efficiently, and monitor the resulting data regularly as a basis for service & support management and continuous improvement.
  • Weekly status reporting and general project implementation status reports, as scheduled with or requested by the General Manager
General / Other Activities
  • Ensure that all company policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
  • Contribute to the development and maintenance of policies, processes and procedures for organization, including those for operations, maintenance, and support
  • Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General Manager
  • Participate in general management and administrative tasks for the Local Entity, as requested by the General Manager.
  • Contribute to the successful execution of commercial activities in Kenya and the East Africa region, as requested by the General Manager
  • Act as a single point of contact for field service & support operations topics for GSS Operations colleagues globally.


Basic education and training:

  • Bachelor’s degree in engineering or an equivalent combination of education, training, and relevant work experience. Master’s degree in engineering or a relevant technical discipline would be a strong plus.
Professional experience:
  • Minimum 5 years’ experience managing teams responsible for installing, maintaining and servicing automated systems / equipment in industrial environments.
  • Direct experience in the tobacco or beverage industries is a strong plus.
  • Experience working in an international company with virtual / distributed teams is a strong plus.
Preferred Knowledge & Skills:
  • Strong management and leadership skills
  • Strong analytical, troubleshooting, and problem solving skills. Demonstrated ability to diagnose and analyze mechanical, electrical, and software issues
  • Experienced with quality and performance monitoring processes
  • Experienced in spare parts and consumables inventory control
  • Strong customer relationship management skills, especially with customers in industrial manufacturing operations
  • Excellent interpersonal skills and good influencing skills. Good political finesse in facing very demanding customers.  Diplomatic when necessary
  • Very strong written and verbal communication skills
  • Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)
  • Fluent in English and Swahili
  • Results oriented and goal-driven with strong quality focus
  • Team oriented
  • Ability to work under pressure and meet deadlines
  • Demonstrated ownership of responsibilities
  • Customer oriented attitude
  • Self-motivation

How to Apply

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address by scrolling down and clicking on: Field Service & Support Manager

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