Job Title:
Field Manager
Job Summary:
A highly experienced Field Manager is required to assume day-to-day management and development of the Company's field service team, workshop, and customer service functions.
Responsibilities:
* Manage the Field Service and Workshops Teams - monitor performance and facilitate growth.
* Work with the Customer Services Supervisor to manage the Customer Services Team - monitor performance, KPIs, and customer satisfaction.
* Deploy, train, and discipline field-based staff.
* Develop and implement service standards and procedures for field service, workshop, and customer service functions to ensure smooth operations and maintain customer relationships.
* Collaborate with internal departments to optimize performance standards, e.g., van stocks, FTF, etc.
* Recruit field-based staff - interview, test, and select.
* Update service methods to improve overall efficiency.
* Resolve 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.
* Perform any other tasks as required.
Requirements:
* Essential:
o Experience in field engineering operations and management, preferably in the HoReCa industry (restaurants, cafes, clubs, pubs, hotels, outlets, etc).
o Relevant engineering qualification (electrical preferably).
o Proficiency in MS Office.
* Desirable:
o Experience working in an operation with strict SLA and KPI disciplines.
o Experience in risk management and health and safety.
o Knowledge of relevant legislation and industry guidelines.
o Experience in database use and report generation.
Person Specification:
* Leadership - proven staff management skills.
* Technical acumen - understanding of service procedures, equipment maintenance, and industry-specific standards.
* Interpersonal Skills - good communication and relationship-building abilities.
* Problem-solving - proficiency in identifying and solving challenges related to service delivery.
* Organisational Skills - ability to manage multiple tasks, prioritize effectively, and maintain efficient operations.
* Attention to detail - thoroughness when performing work and conscientious about detail.
* Flexibility - open to change; adapt behaviour or work methods in response to changing conditions, equipment, and customer requirements.
* Integrity/Honesty - high standard of conduct and trustworthiness.
* Resilience - able to manage pressure, remains optimistic, and persistent.
Location:
Hatfield
Salary:
£50,000 - £60,000 per annum