Service Supervisor

Oceaneering Mobile Robotics (OMR) designs, manufactures, implements, and maintains innovative turnkey logistics solutions based on autonomous mobile robot technology. With over 1,700 mobile robotics deployed worldwide and with over 30 million miles accumulated, OMR delivers best-in-class solutions with the lowest total cost without sacrificing performance. For over 30 years, OMR has been a trusted partner for the automotive, healthcare, manufacturing, and (intra-) logistics industries.

Our Manufactured Products group offers several world-class global manufacturing facilities serving multiple industries including energy, material handling, and entertainment ride systems. We have decades of experience in engineering, design, testing and qualification of hardware for any specification, including subsea umbilicals, junction plates, distribution units, termination assemblies, clamps, flanges, and more. For the material handling industry, we produce safe, reliable, and flexible mobile robotics solutions. For the entertainment industry, we deliver innovative ride systems engineering and automated people mover vehicles.

Oceaneering is a global provider of engineered services and products, primarily to the offshore energy industry. We develop products and services for use throughout the lifecycle of an offshore oilfield, from drilling to decommissioning. We operate the world's premier fleet of work class ROVs. Additionally, we are a leader in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. We also use applied technology expertise to serve the defense, entertainment, material handling, aerospace, science, and renewable energy industries.

The Service Supervisor is responsible for leading a team of Service Engineers and Service Technicians in several service activities ranging from planned maintenance and service support to commissioning of major new AGV/AMR systems. They coordinate Hotline Support teams which provides remote support to ensure smooth operation of many systems installed around the world and is the first point of contact for both internal and external customers regarding all service matters. They are responsible for the smooth workflow and prioritization of planned and emergency support assigning resources as applicable.
The Service Supervisor is responsible for ensuring customer satisfaction.

ESSENTIAL

* Plan, assign and coordinate Service Engineers and Technicians on the issues and tasks they must execute, like inspect, analyze, repair, maintain, install and commission our products and systems.
* Provide them with all the necessary information for a seamless performance.
* Develop processes and work instructions with the appropriate Subject Matter Experts.
* Document management for planning, scheduling, after project reporting, lessons learned, etc. for distribution to management and affected team members.
* Coordinate, assign and schedule all support requests by telephone, e-mail and JIRA ticket requests.
* Monitor project performance to ensure tasks are completed and resolved.
* Ensure accurate, timely and on budget execution the scope of work as mentioned in our service agreements.
* Monitor performance of team against KPIs.
* Identify the customer's issue and independently set priorities in the urgency / severity of the problem. Where possible, solves the issue themselves. If not, ensures proper hand over to appropriate department and SME.
* Organize the onsite work of the Service Engineer and/or Technician and review/approve their visit expenses and the working hours they report.
* Manage expectations of our customers and colleagues. You keep the stakeholders informed (prior to and after the job) through your clear communication and record everything in our systems. Work with customers on establishing performance criteria, expectations, and scheduling of issue resolutions.
* Ensure a healthy customer experience in cooperation with internal departments, customers, and suppliers.
* Optimize the service process by evaluating and making recommendations for improvement.
* Receive RFQs and provide service offers to customers.
* Ensure that all team members directly reporting to you have their mid-year and end-year performance measurement thoroughly reviewed and approved.
* Provide mentorship and career development assistance to reporting team members.

REQUIRED

* Bachelor's degree in technical related fields or equivalent combination of education and experience.
* A minimum of 3-5 years of experience leading technicians in a manufacturing environment.
* A minimum of 3-5 years of all-round experience in service or maintenance engineering or similar, preferably in maintaining mechatronic systems within production and/or manufacturing environments.
* Service oriented with a very strong ethos towards customer satisfaction.
* Work predominantly from the office and availability to travel to customer/supplier's project sites, if needed (travel will be required mainly within United States).
* Some domestic travel may be required.
* Proven ability to quickly learn and understand complex topics.
* Proven ability to handle multiple projects simultaneously, with an eye for prioritization.
* Flexible attitude, prepared to execute tasks other than defined in this job description.
* Excellent administrative skills are paramount. It is an advantage if you have experience with administrative systems (e.g., JIRA / Peoplesoft).
* Thorough knowledge of MS Office and ability to learn new software types.

DESIRED/COMPETENCIES

* Customer service focused.
* Experience in managing documentation on MS SharePoint.
* Knowledge & support experience for Windows OS, Active Directory, MS Office Applications, Outlook & computer hardware.
* Understanding of Agile project management concepts.
* Active listening skills.
* Investigative mindset.
* Ability to prioritize and delegate under pressure and deadlines.
* Eager, curious, and willing to learn.
* Excellent interpersonal and communication skills.
* Commercially oriented and able to set the right priorities in a hectic working environment.
* Strong analytical skills.

WORKING CONDITIONS

This position is considered ONSHORE WORK which is characterized as follows.

* On-site work.
* Almost exclusively indoors during the day and occasionally at night.
* Occasional exposure to airborne dust in the workplace.
* Work surface is stable (flat).
* Requires working indoors in environmentally controlled conditions.
* Job tasks are performed near other people.
* Requires ability to travel.

PHYSICAL ACTIVITY/REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is considered to be MEDIUM work.

OCCASIONAL

* Lift up to 20-50 pounds.
* Climb stairs/ladders, balance, stoop, squat, reach, lift/carry objects.
* Twist body, head forward/flexed, head tilted/rotated and work with arms extended overhead.

FREQUENT

* Lift up to 10-20 pounds.
* Standing.
* Walk up to 2 miles per day.
* Operate a motor vehicle.
* Operate lifting equipment.

CONSTANT

* Lift up to 10 pounds.
* Repetitive movements of arms and hands.
* Sit with back supported.
* Wear PPE protection as required.

All qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or other non-merit factors