Service Supervisor in Monterrey, Mexico at Videojet

Date Posted: 8/30/2019

Job Snapshot

Job Description

Job ID: VID005529

About Us

Videojet Technologies, Inc. is the global leader in the manufacturing of coding, printing and marking products. This high technology product prints variable information, such as expiration dates on grocery products, packaged goods, pharmaceuticals or catalogues. As the market share leader, we have operations in over 30 countries with 2600 employees worldwide. A wholly owned subsidiary of Danaher Corporation (, Videojet is the core of the $800 million Product Identification Platform. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused and growth-oriented, guided by the phenomenally successful Danaher Business System. Working at Videojet, gives you access to a robust career development process and challenging, “stretch” opportunities.


Objective: The Field Service Supervisor position is responsible for daily management of technical staff and respective responsibilities. The supervisor also supports service growth and customer satisfaction.


Plan, prioritize, and implement service activities to fulfill maintenance contracts and service-level agreements. Estimate the cost, time, and resources required for installations, upgrades, and other technical services; prepare work orders and monitor the progress of work against estimates. Research, evaluate, and recommend new equipment and tools to enhance the capabilities of the technical service team. 

Key responsibilities specifically are:


People Management

•          Lead daily standup meeting with team as needed for detailed cell status, KPI misses and customer issues.

•          Contribute to annual & midyear review process and mentoring

•          Participate in the interviewing and hiring process

•          Schedule periodic individual/team meetings

•          Implement training & cross training plans and provide regular monitoring and feedback sessions to track and ensure progress

•          Team / Talent identification & Development


Service Management

  •  Monitor & maintain team ensuring all KPI’s are met

  • KPIs Improvements Average Response Time and Fix Rate First Time

  • Responsible for fielding customer issues & complaints        


Quality & Maintenance

  • Monitor staff inventory levels to ensure sufficient availability for timely repair Support

  • Maintain all necessary documents and know location for Internal and External quality audits.


Service Growth

  • Achieve annual service revenue targets.

  • Able to effectively communicate

  • Service agreement offerings on both existing and new equipment

  • Maintenance Contracts – keep and improve contracts with clients

Job Requirements


  • Technically competent with strong people skills to promote teamwork needed to achieve reliability program objectives; ability to work in team environment
  • Graduated in mechatronic, electronic or related engineering.
  • 3 years of experience supervising service engineers teams.
  • Financial acumen and experience in understanding business financials
  • Previous Field Service Engineer experience, minimum of 3 - 5 years preferred
  • KPI and performance driven
  • People oriented with a strong ability to inspire, lead by example, and drive performance through others
  • Excellent verbal and written communication skills
  • Proficient with Microsoft Office
  • Intermediary English is required
  • Technical skills regarding Coding industry is desirable

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.


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