Elevation Recruitment Group's Engineering Services Division is supporting a dynamic global manufacturer with the recruitment of a Head of Field Service within their UK Aftermarket division. The Head of Field Service will be responsible for both the field-based Technical Service Engineering and the Customer Service delivery functions throughout the UK and will be predominantly based from their Essex site.
The Head of Field Service will lead the service function and develop a strategic approach to customer care, promoting innovation, efficiency, and customer focus in service delivery.
Accountabilities and Activities
* Responsible for developing an aftermarket field service strategy that is in line with the annual forecasted budget, including the delivery of cost reduction initiatives, the improvement of service activities, workforce planning, and maximising commercial opportunities
* Responsible for leading and delivering programs of transformation and business improvement initiatives, including people, cultural change, continuous improvement in service delivery and improve customer services
* Create and build on positive and intimate relationships with customers, establishing trust and credibility
* Responsible for leading and managing effective field service delivery and ensuring that customer problems and complaints are solved quickly and efficiently
* Ensure that the appropriate Quality Systems and processes are documented and followed to meet the ISO9001 standard
* Carry out general managerial responsibilities, which include taking the lead on People Development policies and procedures, and H&S, across all Service Centres to promote a safe working environment
Skills and Experience Required
* 3+ years senior management experience as a Fleet Manager/Lead Engineering or in an automotive Service/After Sales Manager role
* Knowledge of business process reengineering, project, programme, and change management methodologies, and their application
* Commercial and budgetary acumen
* Effective oral and written communication skills, including report writing
* A dynamic person who knows how to create credible solutions for a highly demanding customer base
* Intuitive, energetic, and charismatic, you will be forward-thinking, the type to create opportunities, and will have a passion for creating customer excellence
* The drive and leadership skills to push the department forward, implementing new ideas along the way
If you are an experienced Head of Field Service and have the Technical and Commercial skillset needed to be successful in this role, and are looking for a new challenge, please apply now. For more detailed information and a confidential chat about the Head of Field Service role, please get in touch with Anna Morgan in our Service Division.
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