Description
The Field Service Manager manages the field service teams on a day-to-day basis. He or she continuously evaluates and adjusts the current Service Organization to make sure it fulfills the expectations of our growing global customer base in a changing environment. The Field Service Manager will also implement the necessary KPI’s to continuously measure the performance of the current field service organization and make adjustments if needed to create an efficient organization that can respond quickly to the changing business requirements. This person has a high awareness for customer needs and expectations and costumer focus (willing to walk the extra mile if needed).
Activities: - Manages the service team to make sure they are motivated and have all the knowledge and skills needed to perform effectively on the job - Is the driver for change within the service organization, guides and supports the service engineers through this change - Responsible for regular customer contacts to make sure the service organization is delivering the proper service according to customer expectations - Develop, together with the global team, service procedures, policies and standards for the service organization and make sure that the service engineers are trained to follow these procedures - Actively participate in complex or long-standing problems that have been passed on by the Costumer Service Desk Teamleader - Analyze complex data from different source and improve the way the organization is operating - Keeping ahead of developments in customer service - Sets-up and monitors pre-defined KPI’s and reports the results - Participate in or lead weekly meetings to discuss ongoing issues globally or in the region WEU - Conduct team members performance evaluation, counseling and coaching - Plans and budgets resources for complex or multiple projects. May recommend budgets and participates in process of gaining budget approval at function/business level - Carries out, adjusts and oversees tasks and activities based on financial and budgetary considerations - Prepares formal written reports/documents and is able to present technical or complex information at a variety of levels depending upon audience - Effectively manage, lead, and mentor associates to support new products and launches - Create and promote a safe working environment throughout the organization - Enhance associates quality service skills through continuous training certifications and development - Manages associates directly. May have to manage associates across country boundaries - Assist team leads in meeting business and operational objectives and report possible issues back to the Services Manager - Work closely together with the global team to create and rollout training programs to our internal associates - Create a yearly budget, based on facts and figures, for resource and equipment requirements - Responsible for making sure all equipment used during preventive or corrective maintenance is calibrated. If needed document this in a quality processes - Participate in meetings with other department heads or direct reports and able to express opportunities and concerns in a constructive matter - Leading service improvement projects and report status back to the Services Manager