Field Service Operations Manager

1 day ago

Hilsea, United Kingdom Acapella Recruitment Full time
Job Summary

We are seeking an experienced and dynamic Field Service Manager to lead our Field Service Department. The successful candidate will manage the UK-wide field service team, ensuring the efficient and effective delivery of service operations.

Key Responsibilities:
  • Customer Support: Serve as the primary point of contact for customers, addressing inquiries and managing breakdowns. Provide expert advice on machinery-related issues, ensuring customer satisfaction and fostering solid relationships.
  • Job Planning and Coordination: Efficiently plan and organize engineer workloads, ensuring tasks are completed on time and resources are allocated optimally. Monitor and adjust plans to meet changing demands and priorities.
  • Parts Management: Coordinate the sourcing, delivery, and inventory management of parts required for repairs and maintenance. Ensure engineers have timely access to the necessary parts to perform their duties effectively.
  • Warranty Management: Facilitate warranty campaigns, ensuring compliance with company policies and procedures. Manage warranty claims and ensure all relevant documentation is completed accurately and submitted on time.
  • Invoice Handling: Address invoice queries promptly and accurately, ensuring clear and transparent communication with customers and internal stakeholders. Work closely with the finance department to resolve any discrepancies.
  • Work-in-Progress Monitoring: Monitor engineer work in progress (WIP), maintaining detailed records and ensuring accurate reporting. Ensure jobs are completed efficiently and in line with customer expectations.
  • Customer Communication: Provide regular updates to customers regarding job progress, including the status of machines under repair or maintenance. Maintain proactive communication to manage customer expectations and ensure a high level of service.
  • Health & Safety Compliance: Ensure all field service activities comply with health and safety policies and regulations. Conduct regular safety audits and implement corrective actions as necessary.
  • System Integration and Management: Lead the integration of a new system to manage the field service controller's work, enhancing the efficiency and accuracy of service operations. Provide training and support to the field service team on the new system. Utilize previous experience with system integration to drive improvements in service delivery.
  • Team Leadership and Development: Manage, mentor, and develop the field service team, fostering a culture of continuous improvement. Arrange training and development programs to enhance team skills and knowledge. Evaluate team performance and implement strategies to improve adequacy, efficiency, and cost-effectiveness.
Requirements:
  • Minimum of 5 years in a similar field service management role, preferably within the heavy machinery or construction equipment industry.
  • Proven experience in integrating and managing service management systems, with a focus on improving operational efficiency.
  • Strong understanding of heavy machinery and equipment, including repair, maintenance, and troubleshooting.
  • Exceptional customer service skills with a track record of managing customer relationships and resolving issues effectively.
  • Demonstrated ability to lead and develop a team, with strong organizational and planning skills.
  • Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
  • Strong analytical and problem-solving abilities, with a focus on continuous improvement.
  • Knowledge of health and safety regulations and best practices related to field service operations.
Benefits:
  • Salary of £45,000 - £50,000 per annum
  • Performance-related bonus of up to 1.5 months' salary paid annually
  • Company Car
  • Bupa Health Insurance
  • Healthshield Cash Plan
  • Mintago Financial Well-being support
  • Salary sacrifice benefits
  • Opportunities for professional development and career progression within a global company.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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