Service Manager

Job Description:

This is an integral role within the business in which you will be responsible for managing a team of field-based Engineers/Technicians and relevant office staff within our service department. The role will be predominantly office based however, the need to carry out customer visits and dealing with onsite issues will be required.

Field service managers responsibilities comprise providing quality services to its clients by ensuring that he/she is completely satisfied with the services provided. He/she gives instructions to his/her field service team members and assists them in developing and planning a work flow.

Core Duties:

Field service manager is responsible for handling a team of skilled service engineers/Technicians. He/she is primarily responsible for enhancing the quality of services that are being provided to the customers. He/she conducts a thorough research to understand the exact needs of the customers. He/she makes sure that the work is delegated properly so that efficient services are being rendered to the end customer.

Key responsibilities of the Field service Manager:

• To develop and deliver in-house training for the employees regarding the service procedures and the company’s policies and procedures
• To supervise the overall functioning, especially of the servicing functions of the organization, and should be able to propose as well as negotiate service contracts
• To design strategies and ensure that all the day to day services have been controlled and that all the clients’ needs have been tackled successfully
• To make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services
• To be actively involved in the hiring and training of the new employees and to schedule the training sessions accordingly
• To work along with the team members and to evaluate their performance on field
• The field service manager works in collaboration with Management to implement progressive disciplinary actions.
• Take feedback from the customers and report it to Management and provide details regarding whether the clients expectations have been met or not.
• Motivate the staff members to deliver excellent services to the clients.
• Make sure that all the clients issues have been addressed in a timely manner and that all the issues have been resolved.
• Prepare service quotations to clients and schedules for planned and unplanned service maintenance.
• Ensure all Vehicles for the service Team are road worthy
• Prepare weekly reports on service performance and job completions
• Manage and support the Service team to drive a positive work environment.
• Maintain customer relationships – enabling value for customers through our service.
• Manage department KPI s to meet customers and internal targets.
• Ability to provide written and verbal quotations for customer and the ability to negotiate to a positive conclusion
• Manage the commercial actives within the Service department
• Attend regular management meetings with the Directors to include reporting and forecasting for the service department.
• Ensuring the companies Health and Safety Polices and Procedures are adhered too.
• Assist with the recruitment process for new engineers/Technicians or department staff
• Manage the training and development needs of relevant staff
• Monitor chargeable repairs and report profitability
• Stock monitor and management
• Deal with payment recovery issues for service department
• Management of computerised service system
• Housekeeping duties
• Liaise internally with relevant departments General and diverse management duties
• Responsible for promoting value-added maintenance contract solutions to new and existing customers

Key performance criteria:

Growth of revenue generated from maintenance contract accounts, and other services such as equipment qualification, calibration certification documentation, training and other consulting services.

Essential Requirements:

• Excellent interpersonal qualities and a strong, proven commitment to effective and supportive people management with confidence to motivate others to ensure positive work environment.
• The ability to work under pressure, demonstrating drive and a positive approach to work.
• Experience in working with internal departments and external customers
• Previous management experience
• Ability to prioritize tasks with attention to detail
• Strong knowledge of Microsoft office packages (word, access and excel)

Essential Skills

• Should have excellent people management and leadership skills.
• He/she should have excellent time management and organization skills.
• He/she should be able to work under stressful work conditions and should have good problem solving ability.
• He/she should have good multi tasking ability with excellent written and oral communication skills.
• He/she should be able to identify problems and provide good solutions for the same.
• He/she should also have a flexible attitude and should be willing to travel at any given point of time.

Educational Background

Should have completed a minimum of a diploma or a bachelor’s degree in the relevant field such as:

• Production Management
• Operations Management
• Technical Management