As a key manager within the Field Operations department, the Field Service Manager is required to provide strong management and leadership to their direct reports regarding the coordination of all Service Activities. In conjunction with the Service Desk Lead, the Field Service Manager is responsible for achieving the most effective and efficient way possible to deliver the required services to all our customers, achieving the required targets in Customer SLA’s, and ensuring a satisfactory and overall positive experience for all customers.

Responsibilities:

• Responsible for line management of the field engineering team based across the country.
• Engineer productivity, monitoring start/finish times, daily attentions/completions, Service now reporting and parts usage.
• Performance management.
• Liaise with the Service desk & technical teams regarding any issues or escalations from the field team.
• Primary HR contact for field service staff based in Ireland and Northern Ireland
• Managing day-to-day workload for team members.
• Engineer training and up-skilling
• Processing engineer overtime and expenses
• Engaging in Disciplinary process when required
• Interviewing and recruitment of new staff, on boarding of same
• Attend regular meetings with other department heads and management to review field performance
• Ensures efficient and consistent practices to successfully address high priority customer escalations, with focus on rapid resolution and transparent communication
• Customer service review meetings.

Requirements:

• Strong communication and people management skills
• Good stakeholder management skills
• Previous experience in managing field engineering teams of service and project engineers based in multiple locations across the country
• Ability to quickly familiarise oneself with the company’s products and processes, the customer base and relevant technologies used by each customer
• Ability to execute agreed on tasks and deadlines against performance criteria (KPI).

Technical requirements:

• General high-level knowledge of IT Hardware / Systems is an advantage
• Excellent verbal and written manner and basic IT skills are also required
• Knowledge of Microsoft or equivalent products
• Experience with a field management software – example ServiceNow or equivalent

 
What’s in it for you?

• A competitive salary depending on experience
• Car allowance
• Laptop & Phone
• Health Insurance
• Free office parking
• A hybrid work model
• Company cycle2work scheme
• Standard 20 days holidays (+3 Bonus if annual target hit)