Directeur services des visites techniques

Description

Manager, Field Services

Responsibilities :

Manages the day-to-day operation and delivery of inspection and special inspection services in the assigned field service group.

Schedules, assigns work and controls field service output including IFEs and Partner Inspections. Manages all aspects of the employee’s work;

allocates resources as required; monitors daily productivity, quality of work, regular equipment maintenance, and progress against established goals and targets.

Ensures all aspects of the services delivered meet divisional and corporate policies and procedures by auditing inspection reports and witnessing inspections at customer sites.

Determines and initiates actions required to improve service delivery. Corrects operational and equipment related deficiencies as appropriate to ensure deadlines and financial targets are met.

Manages and maintains the electronic reports and files for inspections.

Manages employees by providing direction and leadership to all field service employees within the designated area. Hires, trains, disciplines and terminates staff as required.

Develops and assigns performance / productivity goals and monitors efficiency levels of staff to ensure high quality execution of inspection and special inspection services.

Assists in the growth of employees through training and career development activities. Conducts staff performance reviews and recommends employee raises on an annual basis.

Approves employee overtime, vacation, and expense accounts as appropriate.

Develops the business plan and operating budget items for the assigned field service group in conjunction with the Director.

Determines annual capital and capacity requirements and develops forecasts based on these determinations. Monitors progress towards accomplishing plan objectives and budget targets, including purchase and installation of capital equipment.

Identifies and implements any corrective actions required to achieve goals. Responsible for ensuring customer satisfaction indicators and financial targets are met (revenue and margin) for the designated area.

Manages and resolves customer issues concerning inspections and special inspections on a regular basis. Responds to general questions;

provides technical assistance, discusses and resolves issues around scheduling and project completion and coordinates customer’s corrective actions resulting from inspection findings.

Identifies and resolves customer complaints and cultivates good CSA-customer and employee-manager working relationships.

Responsible to ensure the high quality and safe delivery of inspection and special inspections services within the field service group.

Ensures all staff is trained in appropriate work methods and are compliant with divisional quality and safety procedures.

Monitors the quality of the work completed by the field service group staff; identifies and resolves any gaps in product knowledge, technical skill level, customer service or safety procedures.

Responds to non-conformances resulting from everyday operations, quality and safety audits and implement corrective actions.

Demonstrates and promotes a commitment to field service quality and safety.

Develops monthly management reports. Provides regular information on the field service group’s financial results, productivity, customer satisfaction, and safety as requested by the Director.

Contributes to highly sensitive and confidential reports concerning items such as capacity management, organizational redesign, work relocation, employee job content, and policy / procedure development (including drafting and revising DQDs for new and existing service offerings).

Ensures that corporate and divisional procedures and guidelines are effectively communicated and implemented in the field service group.

Disciplines staff that fail to comply with communicated policies and procedures. Informs staff of relevant organizational or work changes as appropriate.

Assists the Mark Integrity Team in accordance with company procedures, as required. Interacts with certification personnel to resolve investigations.

In regional offices, the FSM also acts as office manager which includes purchasing and maintaining office equipment, recommending new office locations, and performing OSH&E site rep duties.

Visit laboratory or customer facility (sometimes) on a need basis

Periodic travel (up to international) no longer than one week at a time

Education and Experience :

Bilingual in French, oral and written

Post secondary diploma or equivalent in a technical field

Technologist or Professional Engineer designation preferred

3-5 years of managerial / supervisory experience

2 years of inspection and / or certification or equivalent technical experience

Good interpersonal, communication and presentation skills required

Conflict resolution skills to deal with employee and customer issues

Ability to communicate effectively with external customers, auditors, QA Managers and technical staff

Proven ability to motivate others and to facilitate positive group morale

Demonstrated ability to work with very minimal supervision.

Must be self-motivated and client-service oriented

Computer proficiency

Problem resolution ability to deliver high quality and timely service

Ability required to formulate financial and business plan forecasts

Demonstrated systematic problem-solving ability

Demonstrated ability to plan, organize, prioritize, follow-through and evaluate assigned functions and duties