Manufacturing & Operations
Job Posting Date
Jan 7, 2019, 5 : 00 : 57 AMIntroducing a great opportunity for an enthusiastic Supervisor Systems Services and Service Desk to join a Fortune 500 company, Emerson Automation Solutions.
With our solutions and services we serve our global customers in the process industry to meet their expectations and maintain our number 1 position in customer satisfaction.
If you are ready to raise the bar to work with top customers in the industry and you have a Think Customer and Drive for result’ mentality this might be the role for you.
Emerson is a diversified global manufacturing company that brings technology and engineering together to provide innovative solutions to customers in the industrial, commercial and consumer markets.
Emerson Automation Solutions provides automation technologies and engineering services to help plan, implement and support customer operations.
With more than 40.000 colleagues around the world, we help solve the problems our customers face today and build an advantage for tomorrow.
We are looking for a Supervisor Systems and Service Desk who will combine the operational management of the PSS Field Service Engineers Team in Diegem with a broad involvement and responsibility in the further development and leadership of the PSS Field Service Group.
You will be the supervisor for the Customer Service Desk Belgium and oversee the entire Service Admin staff so that end users receive the appropriate assistance.
This includes the day-to-day operations of the Belgium office warehouse. You are able to :
Secure high standards for Health, Safety and Environment, professionalism and quality
Recruit, develop and coach the PSS Field Service engineers to achieve the highest level of professional performance and behavior towards customers (internal and external)
Develop the Service team and ensure Field Service sufficient knowledge and expertise is present to support our customers in all phases of their systems lifecycle.
Secure overall customer satisfaction by recognizing and addressing their operational needs.
Maintain and optimize smooth handover transfers of projects and orders.
Responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk and warehouse functions.
Be responsible for all administration processes (invoicing, time registration, repair ..) within the Service group Belgium.
Lead the Service Desk / service admin staff to meet and exceed all Service Levels daily, ensure proper staffing is in place, and coach the team to perform at their highest potential.
Be linking pin between Sales and Service synchronizing information from the field with new opportunities at Sales.
Supportive role in selling services, both personal and in cooperation with our local sales force and the contract manager
To qualify, your CV needs to demonstrate :
At least 5 years experience in Customer Service
Bachelor’s degree or equivalent level in related field
Relevant management experience
Advanced level of service and presentation skills
Good communication skills
Familiar with Emerson divisions and products is considered to be a plus
Verbal and written communication skills fluent in Dutch, French and English