FSE – Field Service Manager

July 12, 2024

Job Description

Role: Field Service Manager

Location: Dundee

Salary: circa 50k, but accepting all applications

Onsite: 3x days per week min

About the role

We are seeking experienced and dedicated Field Service Manager to lead the delivery of best-in-class customer experience for our global customer base, across the product range.

This role will be responsible for managing the activities of the in-house service team and developing third party service partners to ensure the timely delivery of both planned and unplanned maintenance, installation, and repair activities.

Developing the tools, documentation, and standard operating procedures to ensure ahigh quality work, detailed record keeping is kept to feedback into continuous engineering improvement.

Deliver remote product support to clients and ensure that appropriate documentation is created to ensure the development of organisational knowledge.

Responsible for receiving and managing customer spares orders and upgrade requests; working closely with the sales team.

Responsibilities of the role:

Team Leadership and Development:

  • Supervise and mentor a team of field engineers, fostering a culture of collaboration, accountability, and continuous learning.
  • Conduct performance evaluations, set goals, and provide regular feedback to team members, promoting individual growth and career development.

Service Delivery and Quality Assurance:

  • Oversee the execution of field service activities, ensuring adherence to timelines, budgets, and quality standards.
  • Implement best practices and quality assurance processes to deliver exceptional service and uphold the company’s reputation for excellence.

Client Management:

  • Build and maintain strong relationships with clients, acting as the primary point of contact for field service-related matters.
  • Understand client needs, expectations, and feedback to tailor engineering solutions that meet their specific requirements.

Project Planning and Resource Management:

  • Collaborate with project managers to manage resource allocation, and scheduling to ensure efficient service delivery.

Process Improvement:

  • Identify opportunities for process optimization and efficiency gains in field service delivery and project execution.
  • Implement continuous improvement initiatives to enhance engineering service operations.

Health and Safety Compliance:

  • Promote and enforce a strong safety culture, ensuring adherence to all health and safety regulations and protocols.

Experience & Skills:

  • Proven experience in field service role or field service management
  • Previous experience in a managerial or supervisory position, demonstrating strong leadership and team-building skills.
  • Excellent communication, interpersonal, and customer relations skills.
  • In-depth knowledge of field service practice.
  • Ability to manage multiple projects simultaneously and prioritize tasks effectively.
  • Proficiency in Jira Service Management or similar issue tracking software.
  • Strong analytical and problem-solving abilities to support remote support of clients.
  • Familiarity with health and safety regulations and compliance.
  • Commitment to delivering high-quality field service and achieving client satisfaction.
  • Excellent PC, MS Office skills, coupled with bespoke programming or design software experience.
  • Good working knowledge of legislation, British standards, European standards, and international standards.
  • Experienced to work in complex project environments with and managing third-party vendors and subcontractors.
  • Able to analyse data using sound statistical methodology and effectively present technical information.
  • Experience in aquaculture, agriculture, marine or offshore industries would be beneficial.

How to apply?

Please send a CV to (url removed)

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.