Regional Field Service Operations Manager Central England & North Wales
As a Regional Field Service Operations Manager, you will be responsible for overseeing the day-to-day activities of the field service personnel within the designated area. This role requires strong leadership skills, excellent organisational abilities, and a comprehensive understanding of field service management. You will play a crucial role in ensuring the efficient delivery of our services, maintaining high levels of customer satisfaction, and driving operational excellence across the region.
Reporting to the Field Service Operations Manager UK & Ireland
Key Responsibilities & Duties
* Team Management: Lead and manage a team of field service engineers providing guidance, mentoring, and support to ensure high performance and adherence to company and departmental policies and procedures.
* Strategic Planning: Manage, implement, and develop strategic plans to deliver departmental objectives and contractual service level agreements.
* Resource Allocation: Effectively utilise resources, including manpower to optimise service delivery and meet customer demands.
* Performance Monitoring: Monitor performance by established metrics and KPIs presented by Senior Management to evaluate the efficiency and effectiveness of field service operations. Monitor performance regularly and implement corrective actions as needed to drive continuous improvement.
* Customer Satisfaction: Ensure a high level of customer satisfaction by overseeing the timely resolution of service issues, addressing customer concerns if requested, and nurturing positive customer relationships.
* Compliance: Ensure compliance with industry regulations, safety standards, departmental and company policies across all field service operations. Conduct regular audits and inspections to uphold compliance standards.
* Training and Development: Identify training needs and facilitate in the programming of any training requirements to enhance the field service engineers technical skills, customer service capabilities, and safety awareness. Participation in the delivery of training may also be required.
* Lead efforts in expanding our aftercare support services within your region by actively promoting to both existing customers and new customer prospects. Identify and pursue new business opportunities to grow the company's customer base and increase the number of active service assets under service contracts.
Requirements
* Proven experience in field service management, preferably in a supervisory or managerial role.
* Strong leadership skills with the ability to motivate and develop teams.
* Excellent communication and interpersonal abilities.
* Sound knowledge of field service operations, including scheduling and troubleshooting.
* Familiarity with Service Management systems, scheduling software, and other relevant tools.
* Solid understanding of safety regulations and quality standards.
* Strong technical ability.
* Flexibility to travel within the region as necessary, inclusive of occasional overnight stays, with the understanding of flexible working hours as required.
* Excellent I.T. and literacy skills, with a keen eye to detail.
* Ability to work under pressure and to meet deadlines.
Salary
* Annual salary: £47,802 – £51,878, depending on experience.
Performance & Incentives
* Discretionary performance-based bonuses
* Product sales commission scheme
Company Vehicle
* Company vehicle provided.
Professional Development & Training Development Opportunities, Including
* Role-specific and responsibility-based training
* In-house training programmes
* Access to webinars and online learning platforms
* Attendance at industry conferences and exhibitions
* Opportunities to participate in networking events
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