Job Summary
To lead the day-to-day management and development of the Company's field service team, workshop, and customer service functions.
About PRS
PRS is a leading supplier and maintainer of espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels, and food retailers throughout the UK and Ireland.
We have over 30 years' experience and more than 100 employees, providing exceptional service to our clients.
Key Responsibilities
* Manage the Field Service and Workshops Teams - monitor performance and facilitate growth.
* With the support of the customer services supervisor, manage the Customer Services Team - monitor performance, KPIs, and customer satisfaction.
* Manage field-based staff deployment, training, and discipline.
* Develop and implement service standards and procedures for field service, workshop, and customer service functions to ensure smooth operations and maintain customer relationships.
* Work with internal departments and functions to optimise performance standards, e.g. van stocks, FTF etc.
* Recruitment of field-based staff - interview, test, and selection.
* Update service methods to improve overall efficiency.
* Handle disagreements within the field service, workshop, and customer service teams to ensure efficient operations.
* Create and present reports to senior management regarding reactive and planned maintenance workloads, service performance, and KPIs.
* Conduct periodic appraisals of team members, identifying areas for improvement, and providing constructive feedback.
* Ensure compliance with statutory and legal requirements for Health and Safety.
* Any other task as required.
Requirements
We are seeking an experienced leader with a strong background in field engineering operations and management, preferably in the HoReCa industry.
A relevant engineering qualification (electrical preferably) and good computer skills are essential.
Desirable qualifications include experience working in an operation with strict SLA and KPI disciplines, risk management, health and safety, and knowledge of relevant legislation and industry guidelines.
What We Offer
The successful candidate will be offered a competitive salary of £45,000-£60,000 per annum, depending on experience, and a range of benefits including professional development opportunities and a supportive team environment.
Please note that the estimated salary range is based on the location and industry norms.
About You
We are looking for a dynamic and results-driven individual who can effectively lead our field service team.
As a key member of our team, you will have excellent leadership skills, a strong technical acumen, and excellent interpersonal and problem-solving skills.
You will also possess a high level of organisational skills, attention to detail, flexibility, integrity, honesty, and resilience.