Bpesearch is delighted to be representing this premium branded business, with a prestigious reputation for quality, in their search for a Head of Field Services.
The Head of Field Services will manage and optimize a large team of field engineers and technicians. The role involves overseeing day-to-day operations, ensuring service efficiency, and maintaining high customer satisfaction. You will drive process improvements, implement key performance indicators (KPIs), and work closely with senior management to align field operations with broader company goals.
The ideal candidate will be a dynamic and strategic leader with a strong track record of managing large-scale field service teams. You will have experience in the consumer services or home services sectors, with a deep understanding of operational efficiency and customer satisfaction.
Key Responsibilities:
* Lead and manage field service teams, ensuring efficient and high-quality service delivery.
* Oversee the scheduling and performance of field engineers to meet customer demands.
* Develop and track KPIs to enhance operational efficiency and customer satisfaction.
* Collaborate with internal teams (e.g., customer support, sales) to streamline service offerings and resolve escalations.
* Manage budgets, resource planning, and cost controls for the field service department.
* Ensure all field operations comply with safety and regulatory standards.
* Lead training initiatives to upskill the field service team and improve performance.
Key Requirements:
* Proven experience in a senior field service management role, within a B2C environment.
* Strong leadership and people management skills with experience managing field engineers and technicians.
* Ability to analyze and interpret operational data to make strategic decisions.
* Excellent communication and relationship-building skills.
* Strong problem-solving abilities, with a customer-centric mindset.
* Budget management experience, including forecasting and cost control.
* Knowledge of safety and compliance standards related to field operations.
For the right individual, this strategic mandate signifies a chance to make a substantial impact on a leading household brand with an enviable culture.