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Field Service Operations Manager

2 months ago

Portsmouth, Portsmouth, United Kingdom Acapella Recruitment Full time
Job Description

Job Title: Field Service Operations Manager

Reports to: UK Service & Key Accounts Director

Salary: £45,000 - £50,000 per annum + performance-related bonus

Job Summary:

A leading provider of construction equipment solutions is seeking an experienced and dynamic Field Service Operations Manager to lead their 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:

  • Act 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.

Qualifications:

Requirements:

  • Minimum of 5 years in a similar field service management role, preferably within the heavy machinery or construction equipment industry.
  • System Integration: Proven experience in integrating and managing service management systems, with a focus on improving operational efficiency.
  • Technical Knowledge: Strong understanding of heavy machinery and equipment, including repair, maintenance, and troubleshooting.
  • Customer Service: Exceptional customer service skills with a track record of managing customer relationships and resolving issues effectively.
  • Leadership: Demonstrated ability to lead and develop a team, with strong organizational and planning skills.
  • Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
  • Problem-Solving: Strong analytical and problem-solving abilities, with a focus on continuous improvement.
  • Health & Safety: 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.

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