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UK Field Service Territory Manager
We are seeking a dynamic UK Field Service Territory Manager to lead and support a top-tier field service team. This role focuses on customer-first engagement, efficient issue resolution, and effective management of field service resources across all products within an assigned territory.
Key Responsibilities:
- Team Management: Oversee a diverse group of Field Service Teams, ensuring optimal coverage, deployment, and competency development. Drive continuous improvements in team efficiency and manage administrative and HR requirements.
- Customer Engagement: Handle customer escalations with urgency, ensuring timely and effective communication. Collaborate with local Sales teams to achieve mutual goals and support lead generation activities.
- Process Improvement: Coordinate with Product Support for continuous improvement, training enhancements, and SOP adjustments. Utilise analytics dashboards to ensure KPI alignment and drive corrective actions.
- Strategic Deployment: Implement service strategies that align with global objectives, representing service in product commercialisation activities and new programme implementations.
- Leadership and Development: Participate in the Regional Field Service leadership team, drive team engagement, and manage performance levels. Propose service strategy adjustments and support final solutions development.
Key Engagements:
- Deploy organisational strategies and processes for all products managed.
- Act as the leader for escalation management, engaging necessary resources to resolve customer concerns.
- Identify and improve service delivery concerns and performance.
- Develop and deploy sales strategies and lead generation programmes with Sales teams.
- Enhance team morale, reward positive behaviours, and increase customer satisfaction.
- Provide supervisory and HR support for direct reports.
- Review customer satisfaction results and foster a customer-first culture.
- Manage installation requirements, scheduling, and deployment.
- Engage with customers to address any concerns, demonstrating a commitment to excellence.
Knowledge, Skills, and Experience:
- Critical Competencies:
- Strong leadership skills to manage diverse teams and ensure customer satisfaction.
- Ability to remain calm under pressure and work collaboratively across functions.
- Expertise in field service processes, systems, and product engagements.
- Energetic and driven for continuous improvement.
- Effective communication skills, both written and verbal.
- Flexibility and resourcefulness in achieving results.
- Ability to lead change, coach, and mentor teams.
- Conflict resolution skills and strategic thinking.
- Knowledge of print industry trends and customer needs.
- Strong business acumen and team management skills.
- Desired Requirements:
- BS degree or equivalent experience in a related field.
- Willingness to travel up to 30% for customer engagements and product development meetings.
- Clean and safe driving record.
- 8 to 10 years of experience in a field service supervisory or managerial role.
- Strong knowledge of service systems, processes, and engagements.
Package
- Working hours: 37.5 per week, Monday to Friday
- Car allowance at 7,200 p.a.
- 25 days holiday
- Private Health Care after 2-year service
- Contributory pension scheme / salary exchange - the employer matches employees' contributions up to 6%
- With the pension scheme, we offer Life Insurance
- Free Eye and eyesight tests in accordance with the display screen equipment (DSE) regulations
- Long Service Awards
If this is something which you would be interested in, please apply with your cv or call Nikki Foxall on (phone number removed)
