Our well-known client is looking for a UK Field Service Territory Manager
Working Hours: Monday - Friday, 37.5 hours per week
Job Purpose:
Support and drive a best-in-class field service team that places our customers first while enhancing our engagement, triage, understanding, resolution, and escalations support of customer issues in a knowledgeable and efficient manner.
Responsibilities:
1. Manage a diverse group of Field Service Teams and individuals with focus on coverage, deployment, competencies, delivery, resolution, and escalation management.
2. Drive continuous improvements in team efficiency while communicating with Service leadership on needed process improvements, product concerns, and team development ideas.
3. Manage relationships with key customers to maximize revenue generation and customer satisfaction.
Key Tasks:
* Oversight management of assigned territories service teams, including staffing, process adherence, Key Performance Indicator (KPI) achievement, escalation, engagement concerns, and customer satisfaction.
* Engage in customer escalations to ensure issues are resolved quickly and communication to the customer is timely and effective.
* Work directly with local Sales teams to drive mutual success and meet shared goals, including customer support in sales meetings, service escalations, and lead generation activities.
* Coordinate with Product Support on needs for continuous improvement, knowledge & training enhancements, and service concerns.
* Utilize provided analytics dashboards to review and ensure KPI alignment with worldwide goals and drive corrective action on any missing indicators.
* Optimize the organization, including maintaining optimal resource levels, coverage, and product training requirements.
* Deploy service strategies that align with overall WW Print Service strategies and communicate these strategies to teams, customers, and resellers.
* Represent service on product commercialization related activities.
Key Engagements:
* Participate as a member of the Regional Field Service leadership team.
* Lead the assigned territory's escalation management team and engage various product support, sales leadership, and other resources as needed.
* Identify and improve service delivery concerns and performance.
* Drive team engagement and communications that enhance morale and increase customer satisfaction.
* Monitor team and individual performance levels and manage necessary communication and change management.
* Provide supervisory and HR support for all direct reports' managerial requirements.
* Propose service strategy adjustments to WW leaders as business needs change.
* Review customer satisfaction results and develop a culture of customer-first mentality.
* Manage territorial engagement with installation requirements, scheduling, and deployment requirements.
Knowledge, Skills, and Experience:
Critical Competencies:
* Ability to manage a diverse team of Field Service Team Leaders, Technicians, and staff.
* Maintain a calm demeanor in high-pressure situations.
* Collaborate across business, product, and operational functions.
* Expert level competencies with Field Service processes, systems, and product engagements.
* Energetic personality with a drive for continuous improvement.
* Effective communication skills, both written and verbal.
* Flexibility and ability to obtain results with limited resources.
* Ability to lead change, coach, and mentor employees.
* Resolve conflict quickly and equitably.
* Articulate service business strategy and communicate effectively.
* Knowledgeable of print industry trends and customer needs.
* Prioritize and understand customer impacts and needs.
* Experience managing a large and diverse organization.
* Strategic thinker striving for continuous improvement.
* Manage expenses and service system data ethically and expeditiously.
Desired Requirements:
* BS degree or equivalent experience in a related field.
* Potential for 30% territorial and regional travel.
* Maintain a clean and safe driving record.
* 8 to 10 years of experience in a field service supervisory or managerial role.
* Strong to expert knowledge of service systems, processes, and engagements.
* Strong business acumen and team management skills.
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