Field Service Manager

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:

• Company car
• Private Medical Insurance (Taxable Benefit)
• 25 days annual leave plus bank holidays
• Non-Contributory Company Pension Scheme (Company contributes 10%)

Primary Responsibilities for Field Service Manager:

• 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.

Team Development:

• As a Field Service Manager, you will drive the training, development, and performance improvement of Senior Service Engineers.
• Foster a collaborative feedback environment that encourages growth and continuous learning.

Process Compliance:

• 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.

Team Organisation:

• Provide effective leadership for Field Service teams, overseeing operational execution, performance, and development.
• Manage recruitment and team integration processes for new engineering hires.

Continuous Improvement:

• Analyse service operations and team performance to identify and implement improvements.
• Promote a culture of continuous development using performance metrics (KPIs) and customer feedback.

Customer Focus:

• 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.

Resource Management:

• Manage van-stock and spare parts efficiently.
• Approve Engineer overtime and travel expenses to ensure cost-effective operations.

Sales and Business Development:

• 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:

Education & Knowledge:

• Strong understanding of field service operations, preferably in a technical or engineering environment.

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.

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.

Other for a Field Service Manager:

• Full UK driving license.
• Willingness to travel across the region as required and overnight stays.