Head of Field Service

Role Overview:

Our dynamic and forward-thinking client are seeking a commercially focused Head of Field Service to lead their growing team of Engineers, driving operational excellence in maintenance and repair services. This role is pivotal in enhancing EBITDA performance through strategic implementation of KPIs, SLA management, and customer-centric prioritisation. The successful candidate will also foster strong supplier relationships, ensuring efficient resource utilisation and exceptional customer experience.

Operational Excellence

• Develop and implement Key Performance Indicators (KPIs) to measure and enhance service delivery.
• Create and enforce Service Level Agreements (SLAs) to ensure consistent and high quality service.
• Prioritise and allocate resources effectively to meet customer demands and internal objectives.
• Oversee daily service operations, ensuring adherence to industry best practices and regulatory requirements.
• Analyse operational metrics and take action to close performance gaps.

Commercial Focus

• Drive EBITDA performance by optimising processes, reducing costs, and identifying revenue opportunities.
• Collaborate with all other departments to align service strategies with broader business goals.
• Analyse financial and operational data to identify trends and implement cost-effective solutions or seek growth opportunities.
• Develop strategies to improve team productivity, sales performance, and customer retention.
• Work on pricing models, margin improvement, and upsell/cross-sell initiatives to enhance service delivery.

Customer Experience Improvement

• Champion a customer-first culture, ensuring all service interactions exceed client expectations.
• Implement strategies to reduce response times, improve resolution rates, and enhance overall customer satisfaction.
• Gather and act on customer feedback to refine service offerings.

Supplier and Stakeholder Engagement

• Build and maintain strong relationships with key clients and partners to drive repeat business and long-term contracts.
• Collaborate with internal departments to ensure readiness for market demands.
• Act as the primary point of contact between field service operations and senior leadership, reporting on performance, risks, and opportunities

Team Leadership and Performance Management

• Recruit, onboard, and train field service staff to ensure the team are skilled and knowledgeable.
• Set clear objectives and performance standards aligned with organisational goals.
• Conduct regular team reviews, providing feedback and development opportunities.
• Promote a culture of accountability, innovation, and continuous improvement.
• Manage team schedules, resource allocation, and workload distribution effectively.

Compliance and Risk Management

• Ensure field operations comply with company policies, industry regulations, and safety protocols.
• Identify and mitigate risks related to field operations and client engagements.

Candidate Criteria

Essential:

Proven experience in field service operations or similar roles, preferably within an SME environment.

5 years' people management experience in an industry with field service operations.

Demonstrate track record of launching, growing and managing a service operation.

Strong commercial acumen with a track record of driving profitability and EBITDA improvements.

Exceptional leadership and team management skills, with experience leading large, dispersed teams.

Data-driven decision-making with a strong understanding of KPIs and financial metrics.

Excellent problem-solving, decision-making, and organisational abilities.

Strong communication and negotiation skills for both internal and external stakeholder engagement.

Desirable:

Familiarity with CRM, project management tools and operations software.

Knowledge of supplier management and procurement processes.

What our Client Offers:

Competitive salary and performance-based incentives.

Opportunities for professional growth and development.

A collaborative and supportive work environment.

Ready to Lead the Way?

If you are a results-driven leader with a passion for improving operational performance and customer satisfaction, we invite you to apply.