Field Service Manager

With more than 30 years’ experience and over 100 employees, we are leaders in the supply and maintenance of some of the world’s finest espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels and food retailers throughout the UK and Ireland.

With increasing demand for our services, we are recruiting a Field Manager.

Location: Hatfield

Job Summary: To assume day-to-day management and development of the Company’s field service team, workshop and customer service functions

Responsibilities:

1. Manage the Field Service and Workshops Teams - monitor performance and facilitate growth.

2. With the support of the customer services supervisor, manage the Customer Services Team - monitor performance, KPIs and customer satisfaction.

3. Manage field-based staff deployment, training and discipline.

4. Develop and implement service standards and procedures for field service, workshop, and customer service functions to ensure smooth operations and maintain customer relationships.

5. Work with internal departments and functions to optimise performance standards, e.g. van stocks, FTF etc.

6. Recruitment of field-based staff - interview, test and selection.

7. Update service methods to improve overall efficiency.

8. Handle disagreements within the field service, workshop and customer service teams to ensure efficient operations.

9. Create and present reports to senior management regarding reactive and planned maintenance workloads, service performance and KPIs.

10. Conduct periodic appraisals of team members, identifying areas for improvement, and providing constructive feedback.

11. Ensure compliance with statutory and legal requirements for Health and Safety

12. Any other task as required.

Person Specification

1. Essential/desirable experience requirements.

Essential

- Experience in field engineering operations and management, ideally in the HoReCa industry (restaurants, cafés, clubs, pubs, hotels, outlets, etc).

- Relevant engineering qualification (electrical preferably).

- Be computer literate with a good working knowledge of MS Office,

Desirable

- Experience working in an operation with strict SLA and KPI disciplines.

- Experience in risk management and health and safety.

- Knowledge of relevant legislation and industry guidelines.

- Experience in the use of databases and report generation.

2. Personal quality requirements:

The job holder should possess the following personal competencies:

- Leadership - proven staff management skills.

- Technical acumen - understanding of service procedures, equipment maintenance, and industry-specific standards.

- Interpersonal Skills - shows good communication and relationship-building abilities.

- Problem-solving - proficiency in identifying and solving challenges related to service delivery.

- Organisational Skills - the ability to manage multiple tasks, prioritize effectively, and maintain efficient operations.

- Attention to detail - is thorough when performing work and conscientious about detail.

- Flexibility - open to change; adapt behaviour or work methods in response to changing conditions, equipment and customer requirements.

- Integrity/Honesty - displays a high standard of conduct and is trustworthy.

- Resilience. Able to manage pressure, remains optimistic and persistent.