Supervisor, Field Services - Concord, Canada - Innoversa Mobile Solutions, Inc

Description

We are seeking an experienced and dynamic individual to join our team as a Supervisor of Field Services.

The supervisor will be responsible to develop and execute effective operation and maintenance (O&M) processes to meet the service needs of the company products - once deployed in the field - to ensure solution performance, and drive customer satisfaction through Service Excellence.

In this role, the supervisor will be responsible for leading a team of service engineers and technicians conducting various activities such as:

• Commissioning the company solutions in the field
• Training of customers on operation and maintenance of specific equipment
• Remotely monitoring the solution operation in the field and responding to various levels of alarms within predefined timeline,
• Performing routine and periodical maintenance tests, or troubleshooting of solutions to ensure readiness and high performance of products,
• Managing longterm service agreements with customers for products owned by them.
• Managing the shortterm rental agreements and services associated with products deployed at customer sites for the duration of services,
• Ordering and maintaining spare parts' inventory,
• Maintaining records of service maintenance events, troubleshooting resolutions, and accurate followup, to drive customer satisfaction.
• Maintaining tools and test equipment, ensuring they are accurately calibrated.

This position requires a combination of strong technical expertise, leadership skills, and excellent customer relationship management.

Work condition is hybrid with 3+ days of work from office requirement (in Vaughan / Concord). Up to 50% travel in Canada or to US is required for visiting project sites and customers.


The primary job requirements are:

• Lead and supervise a team of field service engineers and technicians, providing guidance, support, and direction to ensure efficient and effective service delivery.
• Develop new or improve existing O&M processes for effective monitoring and performance evaluation of product operation in the field to minimize risk of failure and maximize uptime and utilization.
• Coordinate and oversee the commissioning of new products and projects, ensuring adherence to project timelines, quality standards, and safety protocols.
• Manage and prioritize the team's workload, ensuring timely response to customer requests, troubleshooting, and resolving technical issues, and meeting service level agreements.
• Act as the primary point of contact for customer interactions, maintaining strong relationships and effectively addressing any concerns or inquiries related to electrical operations.
• Collaborate with internal stakeholders, such as project managers and engineers, to coordinate resources and provide technical expertise for electrical system installations, upgrades, and maintenance activities.
• Develop and implement standard operating procedures, safety protocols, and quality assurance measures to optimize service delivery and ensure compliance with industry regulations.
• Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs to enhance the team's skills and capabilities.
• Stay up to date with industry trends, advancements, and best practices in renewable energy electrical systems to continually improve service offerings and provide expert guidance to the team and customers.
• Supporting marketing, sales, and proposal team for securing new orders.

Expected level of qualifications, skillset and expertise are:

• BA or master's degree in electrical or mechanical engineering,
• Proven experience (minimum 3 years) of performing field services, project commissioning, filed testing, preferably within the renewable energy sector in North America.
• Strong knowledge of electrical systems, battery energy storage systems, power converters, EV charging systems and troubleshooting techniques associated with those systems and components.
• Excellent leadership and team management skills, with the ability to motivate and guide a diverse group of engineers and technicians.
• Customercentric mindset with exceptional communication and interpersonal skills to effectively engage with customers, understand their needs, and provide satisfactory solutions.
• Ability to analyze complex technical issues, develop innovative solutions, and make sound decisions.
• Experience working with both internal team members and external customers for collaborative success.
• Extensive knowledge of safety protocols, regulations, electric codes and work safety best practices in the electrical industry.
• Flexibility to travel to various project sites and work in different environments as required.
• Proficiency in using computer software and tools for documentation, data analysis, and reporting.
• Fluency in English language both technical and business written and verbal communication.
• Must have and maintain a valid Driver's License.
• Must b