Manager, Field Service, Poultry, NA

Scope & Authority

The Manager Field Service is responsible for a field service team that is fully capable of fulfilling customer demand for field service activities.

Processes for service execution are followed in disciplined and effective way.

IT tools are used as designed.

Skill matrix is always accurate and updated in line with governance.

Short and long term development plan for the team to ensure that capacity and capabilities are in line with the installed base and future demand.

Continuous assessment and development of field service technicians competences skill sets and behaviour.

Escalations are managed correctly from the field service team where service delivery is compromised and will mitigate the impact towards the customer by effective and timely communications internally and externally.

Fast and accurate reporting and administration of field service jobs to ensure timely invoicing correct cost allocation correct fault statistics and feedback for product and service improvements

Main Tasks

Monitor employees work levels and review work performance by KPI benchmarking.

Ensures that all Installations Planned maintenance Repairs Emergency Support and special projects executed by the service teams are delivered on time and within budget and that the reporting is completed.

Analyse information to determine needs for successfully planned installations services or repairs.

Continuously manage and monitor skills matrix knowledge and experience to identify gaps.

Responsible for Health and Safety worker training for site and working on Marel equipment.

Investigate and or assist Health and Safety Executive (HSE) with accidents and injuries and prepare and escalate reports of findings.

Continuously follow up on process and system implementation to ensure that policies are followed.

Occasionally accompany the Field Service Engineers on customer site.

Mentor employees on work-related issues and encourage employees to improve skill deficiencies to ensure employee job satisfaction.

Hold team communication meetings.

Initiate personnel actions such as hires promotions transfers discharges and disciplinary measures when required and conduct regular appraisals and performance meetings with next in line employees.

Monitor Service Engineers tools test equipment as well as condition / maintenance of company car and other property assigned to ensure optimum availability and professional appearance in front of the customer.

Participate in field service management meetings and support field service managers in setting directions goals and strategy for the operation.

Act as a management representative when visiting Customers premises and dealing with such relations in a professional manner.

Monitor new products introduced to the market and ensure skills requirements are met in the market.

• Is expected to travel frequently as required by the business.

Skills and Abilities

Leadership management and motivation of people gaining commitment from both internal and external colleagues.

Ability to quickly familiarize oneself with the companys installed base and relevant technology and turn it into solid knowledge.

Ability to quickly familiarize oneself with the companys products and processes.

Knowledge of principles and processes for providing high-quality field service to customers. This includes customer needs assessment meeting quality standards for services and evaluation of customer satisfaction.

Ability to execute agreed tasks and deadlines against performance criteria (KPI).

Ability to make decisions and meet deadlines.

Stakeholder management.

Education Knowledge and Experience

Degree in Mechanical or Electrical Engineering from a technical college or similar or relevant work experience.

Excellent written and spoken English.

Resource management training preferred.

Former team leader excellent communicator comfortable in dealing with customers management.

Professional experience in Field Service Management within the equipment/Software manufacturing sector and/or similar industries. Food industry preferable.

Required Experience:

Manager