Company Overview: Anitox partners with the world’s leading feed ingredient, poultry, swine and farmed fish producers, enabling them to make safer food more efficiently through the development of clean feed technologies. Today our class leading portfolio is set to grow following acquisition by Iluma Alliance earlier in 2024. We’re focused on innovative chemical and biological solutions to improve livestock performance, control Salmonella, E.coli, Clostridia and a host of viruses which impact animal welfare, productivity and human food security, and drive milling efficiency. We are looking for a Field Service Manager to lead of team of Account Service Engineers to deliver a best-in-class installation and on-going service/maintenance program to our customer base. This role will have engineering responsibility for our sites across the EMEA region. Reporting to the Director of Global Field Service Engineering, the Field Service Manager will be fanatical about customer satisfaction and will ensure best-in-class safety and quality standards. They will monitor and evaluate key customer service metrics and will work collaboratively to resolve any customer concerns in an effective and timely manner. Partnering with the Sales and Technical teams, they will help drive new customer acquisition and customer retention. They will also fully engage with Salesforce to help ensure effective communication, scheduling, promote productivity gains, and drive best practice processes. The Field Service Manager will also be responsible for planning and executing the EMEA service plan, in combination with the wider business. If you thrive in a fast-paced environment and are looking for a role with autonomy, combined with the opportunity to drive continuous process improvements via full utilization of our CRM - then we would like to speak with you. In return, we are offering a generous rewards package, with some flexibility to work from home. Duties and responsibilities: Manage and oversee operations of the Anitox Service Team in EMEA, while assuming a high level of strategic responsibility for the direction of the service provision and application system life cycle at our customer locations. This includes responsibility for customer satisfaction, service quality, cost control, and continuous improvement of the Engineering department. Prioritize and execute strategic and tactical initiatives to balance revenue growth, productivity, and customer satisfaction. Work closely with customers and Sales Managers to perform a proper needs analysis to provide strategic technical direction as well as recommendations for new installations. Manage the equipment installation process in the EMEA region to ensure the end-to-end customer journey and installation process take place in accordance with agreed timelines and service aligning to customer expectations. Develop detailed forecasting of the Engineering team capacity, resource caps, and third party contractor usage. Evaluate, onboard, and integrate new engineers and third party contractors to continue to expand the company’s service and installation efficacy and capacity. Foster a culture of integrity, communicate business strategy, and build a productive, customer-focused team environment. Lead service training and support programming in the EMEA region to ensure the proper execution of the service activity plan and to consistently provide an excellent customer experience. Create developmental plans to determine what training, coaching, mentoring or other stimuli is required to grow your team to the next level. Organize the team as required to safely, efficiently, and profitably deliver tasks in the field. Work with Procurement to prepare equipment PO’s, installation and parts lists, and vendor required items as well as to coordinate shipment and installation to customer sites. Coordinate part and tool inventory for installation and assembly activities. Provide consistent and accurate reports and forecasts relative to the execution of the service activity plans. Utilize Lean principles, champion efforts for continuous improvement, and establish a culture of continuous improvement in all areas of service, installation, testing, customer training processes and procedures, product quality, and design. Work closely with other parts of the organization (Management, Engineering, Sales, IT, Supply Chain, Procurement, Production) to develop mutually beneficial process improvements to improve performance. Support and enforce the utilization and operation of Salesforce and QAD systems by all team members as necessary to perform their duties. Work closely with the Regulatory and Technical teams to ensure that field service work processes are executed safely and in compliance with locally applicable code. Work with Suppliers and Global Engineering Teams to develop and refine work instructions and documentation. Experience/Qualifications: A minimum of 5 years of experience in a service management role with a high level of customer and sales interaction. Electrical/Mechatronic Engineering Degree or similar. Dynamic and passionate leader with a strong teamwork mentality and a proven history of hitting and exceeding targets around service excellence and customer satisfaction. Strong technical ability in electromechanical equipment and ideally liquid application technologies. Experience of successfully managing multiple concurrent installation projects. Process-oriented individual toward development and execution. Well-developed business acumen and technical aptitude in order to effectively guide/influence the priorities of various stakeholders while delivering exceptional service to customers. Financial awareness and ability to prepare and manage forecasts and budgets. Strong problem solving, analytical, planning and organizational skills. Excellent verbal, written and presentation skills to effectively present information and respond to questions from customers, managers, and groups of employees. Ability to create and implement field service training programs. Fluent in use of MS-Office products, especially Word and Excel Ability to work on a flexible work schedule, including overseas. Valid driver's license. Desired: Experience of working internationally. Experience of Electrical & Automation Engineering installing & commissioning simple SCADA systems. Experience with liquid systems. IOSH Managing Safely. We offer: A challenging position within a high-potential agri tech company. An attractive compensation package in line with the position’s responsibilities and your experience plus generous benefits: 25 days holiday, h ybrid working (2 days p/wk remote working), p rivate medical insurance, l ife cover x4 base salary, i ncome protection cover, Employee Assistance Program.