Role Overview
The Field Services Manager is a key function who is responsible for managing the Field Service Engineers and supporting the service delivery functions technically. This role has responsibility for the day-to-day management of the Field Service Team ensuring a high level of customer service whilst safeguarding the business brand and reputation.
You will support and advise the service teams across the UK on technical issues to deliver an exceptional customer experience, maintaining high levels of customer service to evolve the customer journey. You will deliver effective leadership and motivation, whilst managing daily KPI’s, planning schedules and field service delivery. Frequent travel to AVK Offices and client sites will be required as part of this role including in-field visits with the Service Engineers.
Key Objectives
To provide effective leadership for the field services function to enable a highly skilled technical offering to the AVK client base which will focus on solution based offerings that are cost effective, timely and innovative.
Metrics for Success
· Solution Orientated. Monitor and review the percentage of service calls or maintenance visits where the issue with the generator is resolved on the first visit.
· Preventive Maintenance Compliance. Monitor and Review engineer's adherence to scheduled preventive maintenance tasks for generators.
· Customer Satisfaction: Feedback from customers regarding the quality of service provided by the engineers will be measured through surveys, ratings or direct feedback to access customer satisfaction levels.
· High Quality Reports – Providing a detailed and meaningful report to clients ensuring the minimum AVK standards are achieved.
· Health & Safety. Ensuring a safe working environment and adhering to safety protocols is critical.
· Utilisation: Ensure utilisation of the field engineers to ensure that time applicable to billing activities is accurate and time to non-billable functions is kept to a minimum and managed effectively to ensure that operational efficiency and resource availability is the priority.
· Employee Engagement and Retention. High employee engagement and retention are indicators of a positive work environment and effective leadership.
Requirements
Key Responsibilities
- Manage and monitor the performance of the AVK Field Service Engineers.
- First point of contact for client and field service escalations regarding technical issues.
- Support the review of the technical standards for service delivery and customer care journey, defining processes and making recommendations where required.
- Ensure that AVK Field Service Engineers are appropriately trained and that training records are maintained and up to date.
- Work closely with back-office service teams to ensure engineering job packs are technically accurate with full job notes, providing support and training where required.
- Review engineers site reports, ensuring all remedial works are technically reviewed and captured to follow through to completion.
- Conduct a technical review on all engineers site reports, highlighting areas for improvement and standardisation.
- Work closely with back-office service teams to ensure engineering job packs are technically accurate with full job notes, providing support and training where required.
- Review engineers site reports, ensuring all remedial works are technically reviewed and captured to follow through to completion.
- Conduct a technical review on all engineers site reports, highlighting areas for improvement and standardisation.
- Work alongside and support other departmental managers, with a one team mindset and approach.
- Deputise as required for team members and other managers as required during periods of absence.
- Support the warehouse function as required to ensure that required parts are in place to support a quick turnaround of works.
- Create quotes for emergency and planned remedial works, discussing with clients to secure purchase orders and deliver successfully.
- Develop and maintain a technical library in hard copy within the office and digitally for ease of access by office team members and engineers.
- Develop RAMS and manage HSE requirements for field service works
- Support the development of equipment life cycle plans to deliver in line with client’s requirements and expectations.
- Maintain and update all relevant health & safety documentation.
- Follow all business policies to contribute to the departments performance targets.
- Ensure that all Field Service Engineers timesheets are completed accurately.
Benefits
* Private Health Insurance
* Flexible & Hybrid working
* Performance Bonus
* Pension Plan
* Birthday Off
* Company Events
* Great Team & Culture
AVK|SEG does not discriminate on the race, colour, religion, sex, age, nationality, disability, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.