First Military Recruitment is supporting our client in hiring a Field Service Manager. The role involves providing excellent customer service by managing a motivated team.
We welcome applications from ex-military personnel, but all candidates will be considered.
Duties and Responsibilities:
* Conduct customer visits and reviews.
* Perform engineer audits, ensuring proper tooling, stock, H&S documentation, and vehicle condition.
* Lead quarterly Service Team meetings.
* Handle customer complaints promptly, following ISO 9002 procedures.
* Train new and existing engineers on RT procedures.
* Manage the Service Coordinator and Parts Coordinators.
* Oversee off-hire processes, damages, and customer approvals.
* Complete reports and ensure accurate job sheets and timesheets.
* Follow audit procedures strictly.
* Address root causes of complaints and communicate effectively with customers.
* Identify tooling and training needs, coordinating with relevant departments.
* Ensure preventive maintenance schedules are followed.
* Work with Parts Department to ensure timely parts procurement.
* Coordinate with Sales on deliveries and customer requirements.
* Manage fleet and parts budgets.
* Resolve invoice inquiries within 30 days.
* Maximize first-time fix rate and daily job completion by managing stock, travel, and staffing.
* Oversee engineer activities for efficiency.
* Supervise customer estimates and off-hire inspections.
* Provide leadership and technical support to the team.
* Recruit, retain, and develop staff, conducting appraisals.
* Support workload management for Service and Parts teams.
* Act as deputy for other FSMs when needed.
* Maintain fleet within budget and ensure safety procedures are followed.
* Lead, motivate, and supervise the Service team.
Skills and Qualifications:
* Strong analytical and decision-making skills.
* Team-building and motivational abilities.
* Customer-focused mindset.
* Understanding of financial drivers and profit management.
* Ability to handle complex problems confidently.
* Good judgment in leadership and conflict resolution.
#J-18808-Ljbffr