Service Operations Manager

3 weeks ago

Dundee, Dundee City, United Kingdom People Source Consulting trading as Experis Full time

Position: Field Service Manager

Location: Dundee

Compensation: Approximately £50k, open to all applicants

Onsite Requirement: Minimum of 3 days per week

Overview of the Position

We are looking for a skilled and committed Field Service Manager to oversee the provision of exceptional customer service for our international clientele, covering our entire product line.

This position entails managing the in-house service team and cultivating partnerships with external service providers to guarantee the prompt execution of both scheduled and emergency maintenance, installation, and repair tasks.

Your role will include developing the necessary tools, documentation, and standard operating procedures to ensure high-quality work and meticulous record-keeping, which will contribute to ongoing engineering enhancements.

You will also provide remote support to clients and ensure that relevant documentation is generated to foster the growth of organizational knowledge.

Additionally, you will be responsible for handling customer spare parts orders and upgrade requests, collaborating closely with the sales team.

Key Responsibilities:

Leadership and Team 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, supporting their professional growth and career advancement.

Service Delivery and Quality Control:

  • Supervise the implementation of field service operations, ensuring compliance with timelines, budgets, and quality benchmarks.
  • Adopt best practices and quality control measures to provide outstanding service and maintain the company's esteemed reputation.

Client Relationship Management:

  • Establish and nurture strong relationships with clients, serving as the primary liaison for field service-related inquiries.
  • Comprehend client requirements, expectations, and feedback to customize engineering solutions that address their unique needs.

Project Coordination and Resource Management:

  • Work alongside project managers to oversee resource distribution and scheduling to facilitate effective service delivery.

Process Enhancement:

  • Identify areas for process improvement and efficiency in field service delivery and project management.
  • Implement ongoing improvement initiatives 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 and Skills:

  • Demonstrated experience in a field service role or management position.
  • Prior experience in a supervisory capacity, showcasing strong leadership and team-building capabilities.
  • Exceptional communication, interpersonal, and customer service skills.
  • Comprehensive understanding of field service practices.
  • Ability to manage multiple projects concurrently and prioritize tasks effectively.
  • Proficiency in Jira Service Management or similar tracking software.
  • Strong analytical and problem-solving skills to support remote client assistance.
  • Familiarity with health and safety regulations and compliance.
  • 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.
  • Adept at analyzing data using sound statistical methods and effectively presenting technical information.
  • Experience in aquaculture, agriculture, marine, or offshore sectors is advantageous.

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