Job Description

Summary Statement:

Service Repair Supervisor /ASC Coordinator responsible for daily supervision of Service Repair Technicians and providing external service support to Customers and Authorized Service Centers. Ensures that the fulfillment of service repair requirements, delivery requirements, warranty repairs and day to day support activities are processed effectively. Essential Job Responsibilities:

• Generate, coordinate, and supervise service repair technician daily job assignments, both in house and remote field service.
• Provide, coordinate, and supervise provision of service support for domestic and international inquiries associated with Megger Valley Forge products.
• Qualify instrument hardware or software problems reported by customers, service repair technicians, and sales representatives that have escalated beyond normal support levels.
• Interface with Quality, Design Engineering, Manufacturing, and Sales as required to ensure a complete evaluation and resolution of the customer’s product issues.
• Interface with Customer Service regarding issues that may arise during product service and/or repair.
• Evaluate service repair technician performance and identify areas of improvement and development as well as product training needs required to effectively accomplish assigned tasks.
• Contribute in the establishment and implementation of technical support strategies and methodologies for Megger Valley Forge and global ASCs.
• Lead the initial and ongoing review and approval of Megger Valley Forge Product ASCs around the world ensuring ASCs have the required capabilities, technical information, equipment, training, and materials to achieve success.
• Coordinate and maintain records of all Megger Valley Forge Product ASC approval documentation.
• Coordinate the evaluation and processing of instruments returned to the factory via credit return.
• Review and identify ongoing service material requirements and identify ongoing material shortage trends to necessitate safety stock opportunities and adjustments.
• Provide support in the coordination of product deviation and engineering change implementation and instrument upgrade programs, including hardware and firmware, both internally and with ASCs.
• Provide support to the Manager, Quality Assurance/ Service Repair/Production Test regarding departmental budgetary analysis and planning.
• Schedule and coordinate training at Valley Forge for and ASC and other Megger site personnel servicing and repairing Valley Forge products.
• Perform other duties as assigned.

Minimum Skill Sets and Competencies:

• Bachelor degree and 5 plus years working as a service supervisor with an electronics product manufacturer. Alternate formalized education may suffice given directly applicable work experience.
• Demonstrated technical competence with repair, test and calibration of electronic products.
• Demonstrated experience with product service and support process improvement/engineering.
• Experience coordinating the work of others and performing performance evaluations of personnel.
• Possess good leadership, oral and written communication, and professional phone communication skills.

Additional Knowledge/Skills/Abilities:

• Experience with repair, test and calibration of electronic test equipment seen as a major differentiator.
• Demonstrated aptitude for attention to detail and thorough follow through.
• Possess a good understanding of current software tools and applications (MS Office Suite, SAP)
• Experience working in an ISO 9001 environment is preferred.

External Contacts: Extensive • Customers / Global Authorized Service Centers / Other Megger Site Service Repair Personnel / Regional Sales Managers / Sales Representatives

Travel Requirements:

• Up to 20% (some international travel required)

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