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Field Service Manager - Stoke on Trent and Northampton
Client: Crown
Location: United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference:
cae16c0df6c6
Job Views:
3
Posted:
29.06.2025
Expiry Date:
13.08.2025
Job Description:
Responsible for managing a team of skilled service engineers, focusing on enhancing service quality and customer satisfaction.
Manage and improve Resident Site activities aligned with company goals.
Ensure activities are carried out safely and effectively, maximizing customer satisfaction and commercial benefits.
Resource Management
* Review engineer performance with the Regional Service Manager.
* Schedule weekly review meetings with FSE/STS/RSE.
* Assess engineer headcount needs monthly.
Profit and Loss
* Monitor costs and revenue within the service area.
* Analyze full Maintenance Contracts monthly, focusing on the bottom 20% performers.
* Review warranty claims and ensure timely processing.
* Manage invoice queries promptly.
* Ensure timely completion of planned maintenance.
* Maximize First Time Fix and Jobs per Day through coordination and training.
* Aim to grow chargeable revenues by 10% annually.
* Follow up on rejected estimates and monitor service costs.
Customer Relations
* Maintain adherence to Service Level Agreements.
* Coordinate with Customer Service Managers to meet expectations.
* Address customer complaints, identifying root causes and corrective actions.
Service Reviews
* Conduct regular reviews of key customer accounts.
Reporting/Administration
* Oversee Infolink accounts.
Safety and Risk Management
* Promote workplace safety.
* Maintain tool checks and incident reports.
Person Specification
* Minimum 5 years' experience in forklift truck service environment.
* Proven management of remote teams.
* Strong communication and negotiation skills.
* Ability to analyze data and mentor staff.
* Educational requirements: GCSE grade C in English and maths.
* Full UK driving license.
Additional Details
Hours of Work: Monday to Friday, 8 hours per day.
Company Vehicle: Provided with private use option.
Holidays: 25 days plus bank holidays.
Pension: Company pension plan.
Additional Benefits:
* Company car and fuel card.
* Discount schemes and social benefits.
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