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Field Service Operations Manager

2 months ago

Hilsea, United Kingdom Acapella Recruitment Full time
Job Summary

A leading provider of construction equipment solutions is seeking an experienced and dynamic Field Service 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: Serve as the primary point of contact for customers, addressing inquiries and managing breakdowns.
  • Job Planning and Coordination: Efficiently plan and organize engineer workloads, ensuring tasks are completed on time and resources are allocated optimally.
  • Parts Management: Coordinate the sourcing, delivery, and inventory management of parts required for repairs and maintenance.
  • Warranty Management: Facilitate warranty campaigns, ensuring compliance with company policies and procedures.
  • Invoice Handling: Address invoice queries promptly and accurately, ensuring clear and transparent communication with customers and internal stakeholders.
  • Work-in-Progress Monitoring: Monitor engineer work in progress (WIP), maintaining detailed records and ensuring accurate reporting.
  • Customer Communication: Provide regular updates to customers regarding job progress, including the status of machines under repair or maintenance.
  • Health & Safety Compliance: Ensure all field service activities comply with health and safety policies and regulations.
  • 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.
  • Team Leadership and Development: Manage, mentor, and develop the field service team, fostering a culture of continuous improvement.
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.