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Service Operations Manager
2 months ago
Position: Field Service Manager
Location: Dundee
Compensation: Approximately £50k, open to all applications
Onsite Requirement: Minimum of 3 days per week
Role Overview
We are in search of a skilled and committed Field Service Manager to oversee the provision of exceptional customer service for our international clientele, across our diverse product offerings.
This position entails managing the in-house service team and nurturing third-party service partnerships to guarantee the prompt execution of both scheduled and emergency maintenance, installation, and repair tasks.
It is essential to develop the necessary tools, documentation, and standard operating procedures to ensure high-quality work and meticulous record-keeping that feeds into ongoing engineering enhancements.
Additionally, you will provide remote product support to clients and ensure that relevant documentation is generated to foster the growth of organizational knowledge.
Responsibilities include managing customer spare parts orders and upgrade requests while collaborating closely with the sales department.
Key Responsibilities:
Team Leadership and Development:
- Guide and mentor a team of field engineers, promoting a culture of teamwork, accountability, and continuous improvement.
- Conduct performance assessments, establish objectives, and offer regular feedback to team members, encouraging personal growth and career advancement.
Service Delivery and Quality Assurance:
- Oversee field service operations, ensuring compliance with timelines, budgets, and quality benchmarks.
- Implement best practices and quality assurance measures to deliver outstanding service and maintain the company's reputation for excellence.
Client Relationship Management:
- Establish and sustain strong relationships with clients, serving as the primary contact for field service-related inquiries.
- Comprehend client needs, expectations, and feedback to customize engineering solutions that address their specific requirements.
Project Coordination and Resource Management:
- Work alongside project managers to oversee resource distribution and scheduling to ensure effective service delivery.
Process Enhancement:
- Identify opportunities for process improvement and efficiency enhancements in field service delivery and project execution.
- Initiate continuous improvement projects to optimize engineering service operations.
Health and Safety Compliance:
- Foster and enforce a robust safety culture, ensuring compliance with all health and safety regulations and protocols.
Qualifications & Skills:
- Demonstrated experience in a field service role or field service management.
- Prior experience in a leadership or supervisory capacity, showcasing strong leadership and team-building abilities.
- Exceptional communication, interpersonal, and customer service skills.
- Comprehensive understanding of field service practices.
- Capability to manage multiple projects concurrently and prioritize tasks effectively.
- Proficiency in Jira Service Management or similar issue tracking systems.
- Strong analytical and problem-solving skills to assist in remote client support.
- Familiarity with health and safety regulations and compliance standards.
- Dedication to delivering high-quality field service and ensuring client satisfaction.
- Proficient in PC and MS Office applications, along with experience in specialized programming or design software.
- Solid understanding of legislation, British standards, European standards, and international standards.
- Experience working in complex project environments and managing third-party vendors and subcontractors.
- Able to analyze data using sound statistical methods and effectively present technical information.
- Experience in aquaculture, agriculture, marine, or offshore sectors would be advantageous.
