Field Service Manager

AR575 - Field Service Manager 
 
Location: Warrington  
 
Salary: £40,000 
 
Overview:
First Military Recruitment are currently seeking a Field Service Manager on behalf of one of our clients. 
 
Responsible for handling a team of highly skilled service engineers.  With the primary responsibility for enhancing the quality of services that are being provided to our customers. Management and continuous improvement of Field Service activities in line with company objectives. Strive to ensure all activities are accomplished in the safest and most effective manner to deliver a high level of customer satisfaction and maximum commercial benefit to the business and its customers. 
Duties and Responsibilities:

• Review Engineer performance with the Regional Service Manager. 
• Schedule weekly review meetings with FSE/STS. 
• Review engineer headcount requirements on a monthly basis. 
• Monitor costs and revenue within the service area. 
• Full Maintenance Contracts analysis monthly – review worst 20% of performers and formulate action plan. 
• Monitor internal costs. 
• Warranty Claims reviewed and monitored for   the respective area. 
• Ensure all claims are reviewed prior to submission and are processed within set timescales.  Monitor rejections and manage for continuous improvement. 
• Manage invoice queries in a timely manner. 
• Target to have all due PM’s in the month complete and achieved within targeted PM times. 
• Maximise First Time Fix by liaising with Parts Manager / Training Manager and Warranty / Service Support Supervisor. 
• Maximise Jobs per Day by reducing travel and   ensuring appropriate headcount and training are in place. 
• Target to grow chargeable revenues by 10% per   annum. 
• Ensure 100% of rejected estimates are followed up along with STS. 
• Measure and control internal service costs. 
• Ensure all Thorough Examinations are completed on time (Rental, Demos). 
• Maintain adherence to agreed Service Level   Agreements. 
• Liaise with National Customer Service   Managers to ensure customer expectations are met. 
• Follow up on customer complaints and ensure   root causes and corrective actions are identified and implemented as   required. 
• Plan and complete regular reviews of key customer accounts. 
• Reporting / Administration 
• Manage and review Infolink accounts. 
• Establish strong reporting routines for your   direct reports. 
• Promote a safe workplace for all by your actions. 
• Ensure regular checks of tools are maintained and recorded. 
• Reduce incidents at work by establishing root causes. 
• Ensure FSM’s fulfil their responsibilities in following up incidents and accidents. 
• Ensure product incidences / issues are reported promptly. 

Skills and Qualifications  

• Recent and relevant experience (minimum of 5 years) of working in the forklift truck service environment. 
• Proven track record of the management of remote working teams 
• People management systems and processes 
• Customer service standards 
• Excellent communication skills, ability to influence and use diplomacy with clients and colleagues 
• To ensure effective written and verbal communication of all critical corporate and operational issues within the region. 
• Ability to interpret statistical data to identify trends and present findings. 
• Training and mentoring of Engineers/staff. 
• Educated with an ability to achieve a grade C in English and maths at GCSE. 
• Commitment to continuing personal and professional development. 
• Excellent organisational skills, resourceful and solution driven. 
• A high standard of accuracy and attention to detail. 
• Ability to multi-task, prioritising workloads to work to tight deadlines. 
• Consultation and negotiation skills. 
• Flexibility to cope with diverse needs of the post. 
• Highly motivated and possessing a resilience to work under pressure. 
• Positive, personable and optimistic with a can-do attitude. 
• Full UK driving licence. 

 Location: Warrington
Salary: £40,000