Job Description

Lead Service Technician

LOCATION:

Southampton

EMPLOYMENT TYPE:

Permanent

JOB DESCRIPTION

Job Family - Service Operations

This family provides customers with technical servicing support across the range of Survitec Marine products. It expertly installs, tests, inspects, repairs and certifies Survitec safety equipment to meet legal, regulatory and industry best practice

Job Summary

This role takes the lead for a Survitec service operations team. It allocates work and ensures right first-time delivery to Survitec quality and safety standards. This role drives standard work whilst creating and maintaining safe working environment. It directly carries out service operations work and provides subject matter expertise for on-job coaching, support and guidance to ensure team members operate to standard

Duties and responsibilities

Supports the Service Operations Manager by carrying out site opening / closing procedures, safety walks and allocating work to self and other members of the team

Supports team members in becoming competent by providing on-jo coaching and support to help develop understanding and trouble shooting skills in one or more service product lines; supports formal sign off of competences by providing on-job assessment of team members working effectively to Survitec standard

Delivers servicing installation, maintenance and repair activity to quality and safety standards and according to standard work routines, focusing on delivering key performance metrics Actively seeks opportunity to drive controlled continuous improvement, identifying and communication process improvement opportunities, so they can be considered for implementation across the whole service footprint Represents Survitec professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements Help specialists set up and test new products or processes; installs complex systems according to training and competence level, seeking guidance and support where needed Carries out preventive maintenance inspections, identifying and diagnosing any requirement for equipment and systems emergency repairs Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure

Works with Service Operations Manager to devise own monthly schedule, ensuring appropriate operational manpower Follows Survitec Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others

Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; works towards competence in multiple product lines, to become part of a flexible service operations workforce

Develops and maintains an understanding of relevant technology, external regulation and industry best practices through ongoing education and reading specialist materials

Follows stores requisition processes to maintain accurate stock levels and records Works with business improvement colleagues to implement standard toolkit and uses experience and work knowledge to contribute to problem solving for process variance, identifying root cause and appropriate corrective actions Creates an environment where everyone in the team can live the Survitec Values Creates an environment where our people feel valued, appreciated and free to be who they are at work

Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment

Skills

Holds self and others accountable to meet commitments

Builds strong customer relationships and delivers customer-centric solutions Develops and delivers communications that convey a clear understanding of the unique needs of different audiences

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

Makes good and timely decisions that keep the organization moving forward Plans and prioritises work to meet commitments aligned with Survitec goals

Consistently achieves results, even under tough circumstances

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement

Values

Drives safety culture


Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such safety risks and issues. Raises issues and highlights own mistakes without fear. consistently to improve safety and wellbeing of self and others
Demonstrates commitment to delivering real value and confidence to our customers


Understands the importance of being the representative of both internal and external customers. Demonstrates respect for those customers and is open and transparent about the delivery of service - only promises what they can deliver and delivers what they promise.
We care for our people, investing in the development of teams and individuals


Understands own role within the team and takes accountability for delivery - is good at closing out actions and proactively asks for help when issues arise. Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate). Works collaboratively with own team and others to meet business goals

Takes time to listen and treats others with dignity, accepting and respecting other people's points of view or individuality. Understands how own behaviours impact others.
We aim for excellence in everything we do


Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard. Consistently achieves targets, even when timescales are tight

Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds. Takes the initiative and acts with confidence

We seek to innovate at every opportunity


Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements

Takes time to understand and explain the rationale for change to support the understanding of self and others

We act with integrity


Acts in accordance with Survitec Values, especially in situations when it is difficult to do so Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators

Experience and qualifications

Educated to High School level, with 4 GCSEs or equivalent 3 - 6 years of job-related experienced enables the practitioner to operate at fully competent level across a minimum of one service line, providing technical guidance and support * No prior formal management experience is required as this is a developmental role