Heels & Brogues Recruitment are working with a world-renowned client offering a fantastic opportunity for someone with experience managing a team of engineers. This role is ideal for a driven individual looking to lead and develop a high-performing field service team while contributing to the ongoing success of a global company.
Job Title: Field Service Area Manager
Location: South West, Wales and Midlands (Candidate Ideally based in the Gloucester/Kidderminster area)
Salary: £50,000 per annum + Bonus
Benefits:
1. Company car
2. Private Medical Insurance (Taxable Benefit)
3. 25 days annual leave plus bank holidays
4. Non-Contributory Company Pension Scheme (Company contributes 10%)
Primary Responsibilities for Field Service Manager:
1. Support Senior Service Engineers to optimise the productivity of their teams by streamlining processes, ensuring efficient resource allocation, and maximizing the use of personnel and equipment.
2. Drive the training, development, and performance improvement of Senior Service Engineers, fostering a collaborative feedback environment that encourages growth and continuous learning.
3. Ensure adherence to service processes and company policies, addressing any non-compliance swiftly. Act as a key user for systems such as SIPS and other service tools.
4. Provide effective leadership for Field Service teams, overseeing operational execution, performance, and development. Manage recruitment and team integration processes for new engineering hires.
5. Analyse service operations and team performance to identify and implement improvements. Promote a culture of continuous development using performance metrics (KPIs) and customer feedback.
6. Maintain high standards of customer interaction and satisfaction. Monitor customer feedback and act on Net Promoter Score (NPS) results or any other relevant metrics to enhance service quality.
7. Manage van-stock and spare parts efficiently. Approve Engineer overtime and travel expenses to ensure cost-effective operations.
8. Identify potential sales opportunities for service contracts and machine placements during field visits. Provide leads to the Sales team based on machine status and customer feedback.
Requirements for a Field Service Manager:
1. Education & Knowledge: Strong understanding of field service operations, preferably in a technical or engineering environment.
2. Experience: Proven experience managing field service teams and leading Senior Engineers. Experience in customer service, team development, and resource management. A track record of implementing process improvements and driving team productivity.
3. Skills: Excellent leadership and people management skills, with the ability to motivate and develop teams. Strong organisational and planning skills. Good communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders. Ability to analyse performance data and implement continuous improvement initiatives.
4. Other: Full UK driving license. Willingness to travel across the region as required and overnight stays.
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