Field Service Supervisor

3 days ago


East Midlands, United Kingdom Zenopa Full time

**Field Service Supervisor Opportunity - Midlands UK**

We are recruiting on behalf of a global leader specialising in the development, manufacture and marketing of a broad range of innovative products in the life science research and clinical diagnostic markets looking to add a Field Service Supervisor to theirteam based in the Midlands UK

Quality and customer service are at the heart of this company’s strategy, with a varied customer base covering university and research institutions, hospitals, public health and commercial laboratories, biotechnology, pharmaceutical, as well as applied laboratoriesthat include food safety and environmental quality.

**What the role offers you**:
Full training provided from a leading global OEM, Bonus scheme, Company car, Private medical & dental care, Opportunity to work in a thriving, expanding company, Regional-based work with limited overnight stays, Pension scheme, Gym membership included, 25days annual leave plus bank holidays

**Responsibilities in the role include the following**:

- Responsible for technical and staff escalations as well as day to day administration of the team, working closely with office-based service administration in the allocation of workload.
- Scheduling staff training and monitoring.
- Working closely with the Service Manager on assigned tasks.
- Acting as a coach/mentor for the team and active member of the UK Service leadership team.
- Developing the team and driving continuous improvements with service delivery across all products.
- Matters relating to the employment of staff under TL supervision regarding working conditions, health and safety issues, discipline, overtime, holiday etc.
- Perform staff appraisals yearly and mid-year review.
- To document and ensure adherence to the company’s safety policies by members of staff and visitors alike. Ensure team compliance and act as an example for all team members.
- Identify good performance and/or improvement opportunities.
- Control spare parts consumption; implement the best practice for minimum stock.
- Ensure that service / repair logs are completed and up to date. Good use of service max and perform billing reviews for teamwork orders
- To maintain / improve the service quality in respect of SLA, response time, MTTR, MTTM,

FTF, Monitor Call Back repeat visit (30 days), Hub to the FSE in the Field for technical and other relevant question.
- Assist with installation planning with sales, tech support and the customer.
- Liaise with service administration on the calibration and auditing of engineer’s tools.
- Assessing, filtering and presenting field feedback as well as establishing optimum parts stock at FSE level and adjusting as per FSE request or instrument performance, in line with business needs.
- Ensure that back-up equipment is ready and that such equipment is in working order

**Desired experience**
- Good time management skills, strong communication skills, Up-to-date computer knowledge in both software and hardware including but not exclusive to PC based systems and Microsoft Office.
- Working knowledge of English both verbal and written, critical is the ability to read and understand the English used for training, technical updates and service and instrument manuals.
- Good documentation skills and attention to detail.
- Organisational and admin skills.
- Excellent electromechanical skills and use of test equipment.
- Experience working as a Field Service Engineer with several years of Team Leader responsibilities.
- Experience in working at customer sites in a high pressurised environment, working within strict SLAs.
- Working in partnership with local FSE, Service Manager, Service Administration and Sales.
- Ability to head up and lead a team of Field Service Engineers.
- Able to communicate at all levels of Technical Service.
- Strong Team player and flexible to travel to support business requests.
- Experience in managing a team of FSE would be ideal
- Regular travel required within country, with training in Europe as necessary for training/meetings. This will include overnight stays where necessary and a flexible approach to nights away.


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