Field Service Operations Manager

6 days ago

Dundee, Dundee City, United Kingdom Experis - ManpowerGroup Full time
Job Title: Field Service Operations Manager

We are seeking an experienced and dedicated Field Service Operations Manager to lead the delivery of best-in-class customer experience for our global customer base, across the product range.

This role will be responsible for managing the activities of the in-house service team and developing third-party service partners to ensure the timely delivery of both planned and unplanned maintenance, installation, and repair activities.

The successful candidate will be responsible for developing the tools, documentation, and standard operating procedures to ensure high-quality work and detailed record keeping is maintained to provide feedback into continuous engineering improvement.

Key Responsibilities:

Team Leadership and Development:
  • Supervise and mentor a team of field engineers, fostering a culture of collaboration, accountability, and continuous learning.
  • Conduct performance evaluations, set goals, and provide regular feedback to team members, promoting individual growth and career development.
Service Delivery and Quality Assurance:
  • Oversee the execution of field service activities, ensuring adherence to timelines, budgets, and quality standards.
  • Implement best practices and quality assurance processes to deliver exceptional service and uphold the company's reputation for excellence.
Client Management:
  • Build and maintain strong relationships with clients, acting as the primary point of contact for field service-related matters.
Project Planning and Resource Management:
  • Collaborate with project managers to manage resource allocation and scheduling to ensure efficient service delivery.
Process Improvement:
  • Identify opportunities for process optimization and efficiency gains in field service delivery and project execution.
  • Implement continuous improvement initiatives to enhance engineering service operations.

Requirements:

  • Proven experience in field service role or field service management.
  • Previous experience in a managerial or supervisory position, demonstrating strong leadership and team-building skills.
  • Excellent communication, interpersonal, and customer relations skills.
  • In-depth knowledge of field service practice.
  • Ability to manage multiple projects simultaneously and prioritize tasks effectively.
  • Proficiency in Jira Service Management or similar issue tracking software.
  • Strong analytical and problem-solving abilities to support remote support of clients.
  • Commitment to delivering high-quality field service and achieving client satisfaction.
  • Excellent PC and MS Office skills, coupled with bespoke programming or design software experience.
  • Experience in working in complex project environments and managing third-party vendors and subcontractors.
  • Able to analyse data using sound statistical methodology and effectively present technical information.
  • Experience in aquaculture, agriculture, marine, or offshore industries would be beneficial.

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