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Field Service Operations Manager

2 months ago

Hilsea, Portsmouth, United Kingdom Acapella Recruitment Full time

{"Job Title": "Field Service Operations Manager", "Job Summary": "We are seeking an experienced Field Service Operations Manager to lead our UK-wide field service team. The successful candidate will be responsible for coordinating field service activities, managing customer support, and overseeing job planning, parts management, and warranty handling.", "Key Responsibilities": [{"title": "Customer Support", "description": "Provide expert advice on machinery-related issues, ensuring customer satisfaction and fostering solid relationships. Serve as the primary point of contact for customers, addressing inquiries and managing breakdowns."}, {"title": "Job Planning and Coordination", "description": "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."}, {"title": "Parts Management", "description": "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."}, {"title": "Warranty Management", "description": "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."}, {"title": "Invoice Handling", "description": "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."}, {"title": "Work-in-Progress Monitoring", "description": "Monitor engineer work in progress (WIP), maintaining detailed records and ensuring accurate reporting. Ensure jobs are completed efficiently and in line with customer expectations."}, {"title": "Customer Communication", "description": "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."}, {"title": "Health & Safety Compliance", "description": "Ensure all field service activities comply with health and safety policies and regulations. Conduct regular safety audits and implement corrective actions as necessary."}, {"title": "System Integration and Management", "description": "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."}, {"title": "Team Leadership and Development", "description": "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."}], "Requirements": [{"title": "Experience", "description": "Minimum of 5 years in a similar field service management role, preferably within the heavy machinery or construction equipment industry."}, {"title": "System Integration", "description": "Proven experience in integrating and managing service management systems, with a focus on improving operational efficiency."}, {"title": "Technical Knowledge", "description": "Strong understanding of heavy machinery and equipment, including repair, maintenance, and troubleshooting."}, {"title": "Customer Service", "description": "Exceptional customer service skills with a track record of managing customer relationships and resolving issues effectively."}, {"title": "Leadership", "description": "Demonstrated ability to lead and develop a team, with strong organizational and planning skills."}, {"title": "Communication", "description": "Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely."}, {"title": "Problem-Solving", "description": "Strong analytical and problem-solving abilities, with a focus on continuous improvement."}, {"title": "Health & Safety", "description": "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."}