Job Ref: 215940012

Date: 2022-03-02 14:50:46

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We are looking for a highly talented Field Service Manager to bolster the strength of the leadership team within the Service Business Unit.

*Does not need to be based in Milton Keynes as will only have to come to office 3 times a month. 

*Can be located up to 1hr 30min away from site.

You will be responsible for ensuring high quality delivery of services to our clients through management of the Field Services team. Ensuring effective management of workload, improvement of processes and systems, team management, client liaison and escalation, and working with other areas within the company to deliver high quality service. Work with peers, other departments, and customers to meet mutual goals and objectives.

Main responsibilities:

• Managing the team against Operational KPIS

• Technical consulting, design and implementation support to the service business and customers. This includes pre-sales support to the account team and technical lead on implementation projects

• Project management of renewals projects including high level of management of customer and ensuring project milestones are achieved

• Contract Retention and penetration – customer satisfaction and site audits

• Actively promote the company’s service support offering to new and existing customers

• Effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction.

• Ensuring delivery of value to clients and customers

• Direct liaison with client representatives, customers, and service recipients

• Investigation of technical issues/warranty/in-field failures within ‘first-time fix’ principles

• Providing a ‘first class’ product support in accordance with ISO9001 and Company Standards

• Collaboration with Service Centre to ensure efficient working practices and minimising cost

• Manage Customer accounts within SLAs

• Maintain internal administration processes as expected by the Company

Financials

• Manage team against Company Objectives

People leadership

• Establish and maintain high standards of performance for self, direct reports, and others to maximize the team’s ability to meet business goals and objectives

• Facilitate the development of others’ knowledge, skills, and competencies by providing timely feedback and planning relevant development activities

• Performance management of team members

• Reward & recognition

• Training management of team members

• Morale of the team

Occupational Health & Safety

• H&S Safety Plan – regular monthly meetings

• Reporting near misses, incidents, and other opportunities for improvement

• Carry out hazard and risk assessments (and analysis) for all tasks as per company policy and procedures

What are we looking for?

Experience and Skills:

• Proven experience managing a highly diverse team in a challenging environment with a mix of infrastructure, equipment and systems and a wide variety of client groups.

• Proven confidence and resilience to deal with challenges from stakeholders across the business.

• Must be able to multi-task, be detail orientated and possess strong analytical skills (needs to be proficient with Excel and data manipulation)

• Great time management and prioritization skills with ability to adapt to changing priorities

• Exercises good judgement, knows when to flag issues and when to deal with independently

• Strong communication skills at all levels, both verbal and written and excellent presentation skills.

• Energy, enthusiasm, and commitment are essential characteristics in this fast-moving environment.

• Good knowledge of structured problem-solving tools and methodologies.

• Excellent motivator, self-starting, with an enthusiastic approach.

• Strong team ethos with a result driven focus

Technical Qualifications/Requirements

• Intermediate to advanced computer skills

• Exceptional staff management and process improvement skills

• Strong technical skills and broad exposure to technical issues

• Project management experience

What is in for you?

• Company car

• Company phone

• 10% bonus paid quarterly against personal and company targets

• 33 days annual leave

• Sell option for annual leave

• Auto enrolment pension scheme of 5% matched by employer

• Brand new offices

• Free parking on site with electric charge points

• Extensive training available

• Healthcare cash plan scheme for all employees after successful probation

• Option for private healthcare scheme for employee and family (BIK) after successful probation

• Wellness programmes and Employee Assistance Programme

• Cycle to work scheme

• Team building events

• Life assurance 

• Home technology salary sacrifice scheme

• Option to purchase a car scheme

• Save and you learn scheme

• Sick pay

• Discounts on personal wills and estates and also home utility products

• Discounted gym memberships and shopping

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