Field Operations Manager

Our client is known worldwide as a maker of quality domestic appliances is looking to appoint a new Field Operations Manager who will have full responsibility for all Field related after sales service functions in mainland UK.

You must be able to deliver a high level of customer care, manage an efficient and effective cost base whilst supporting the development of new business opportunities.

You will be responsible for managing and developing a team of 9 direct reports and have overall responsibility for a headcount of circa 180 Field Service Engineers, and a national network of Independent Support Agents.

A major part of your role will be liaising with partners and retailers to support their commitment to after sales excellence.

Candidates must have previous experience as follows:

• The White Goods or similar industry with Service Management experience preferably at a senior level.
• Significant experience of running a highly efficient business with field service functions on a similar or larger scale to their organization. An understanding of the key metrics and drivers this type of business requires on a daily, weekly, and monthly basis is essential.
• Ability to deliver continuous improvements in performance using key data and operational standards.
• Ensure shortfalls in performance are addressed in an appropriate and timely manner.
• Ideally significant previous exposure to operational, technical, and commercial functions.
• Formulation of strategy, new product/service development planning and management is essential.
• Manage and control division within agreed budgets, significant financial planning experience is essential. P&L and budget creation responsibility.
• Have a good understanding of recruitment processes, for both Field Management and Field Service Engineer.
• Have the ability to understand HR processes and be able to carry out disciplinary action where necessary.
• Lead and motivate a team of Service Team Managers and Field Service Engineers generating high levels of performance.

The following skills are required:

• Excellent people management and interpersonal skills.
• Knowledge of field based management.
• Good analytical skills.
• Excellent oral and written communication skills.
• Excellent numeracy and Microsoft Excel skills.

In return you will receive an excellent salary package, 25 days annual holiday, company car and BUPA.


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