Field Service Manager

SIEMENS; Glasgow; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Company vehicle

Pension scheme

Bonus scheme

Private medical insurance

Dental cover

Volunteer days

Employee assistance program

Job summary

Siemens Healthineers in the United Kingdom is seeking a Service Manager (Scotland) to lead a regional team of Customer Service Engineers and drive high-quality, profitable service delivery. The role sits hybrid between Edinburgh/Glasgow areas and requires strong customer focus and leadership.

You will be accountable for revenue growth, customer satisfaction, and contractor performance, with emphasis on service contracts and renewals. A UK driving licence and proven leadership are essential.

Qualifications

• Excellent customer service skills and ability to build trust with customers.
• Strong stakeholder management with internal and external partners.
• Ability to lead a diverse team of engineers.
• Experience managing budgets or financial activity.
• Hold a full UK driving licence.

Responsibilities

• Maintain high customer satisfaction while running a profitable service business by building strong customer relationships.
• Maximise service revenue by converting warranty and renewals to service contracts in the region.
• Monitor customer satisfaction and respond to queries and complaints with root cause analysis.
• Effectively manage and escalate unresolved customer technical problems.
• Organise and chair service review meetings with customers and provide performance reports.
• Line manage all CSEs in the region, including performance management, recruitment, development, rewards, and health & safety.
• Coordinate with the Customer Care Centre to ensure timely responses and contract commitments.
• Ensure CSE training covers installed base and balance training across team.
• Motivate and develop CS engineers to deliver excellent service.

Skills

Customer service

Stakeholder management

Team leadership

Budget management

UK driving licence

Job description

Service Manager (Scotland)

Reporting to the Head of Field Service, the Service Manager (Scotland) ensures high quality, profitable service support to our customers and leads a team of Customer Service Engineers (CSEs) to provide excellent customer service. The role is based in the Scotland Central belt or surrounding area.

Location

Hybrid (Remote/Office) – Any Siemens location in Edinburgh City or Glasgow City, United Kingdom.

Responsibilities

• Maintain highest customer satisfaction concurrent with running a profitable service business by developing strong relationships and communication channels with our customers.
• Look for opportunities to maximise service revenue within the region through conversion of IM/CP customers equipment from warranty to service contract and for the renewals of these service contracts, to maximise contract uptake within the region.
• Monitor the level of customer satisfaction at regular intervals. Respond to customers’ queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible.
• Effective management and escalation of unresolved customer technical problems.
• Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance.
• Line management responsibility for all CSE’s within region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with the relevant HR policies.
• In conjunction with the Customer Care Centre, ensure effective coordination of CSE’s ensuring that the team meets its commitments and contractual obligations to customers (i.e., Response Times, Fix Times, Customer Care Centre targets, etc).
• Ensure our Customer Service Engineers have the right balance of training to ensure that we cover the installed base within the region.
• Motivate and develop our Customer Service Engineers to provide the best service support, encouraging them to develop excellent communication skills.

Skills & Experience

• Excellent customer service skills in developing strong relationships and building confidence and trust.
• Be able to meet targets on response and fix times.
• Strong stakeholder management skills, both internal and external.
• Ability to lead a diverse team of engineers.
• Experience managing budgets or financial activity.
• Hold a full UK driving licence.

Benefits

• 26 days’ holiday with the option to buy or sell an additional 10.
• Company vehicle.
• Up to 10% employer pension contribution.
• Share and bonus scheme.
• Access to flexible benefits from private medical insurance to dental cover.
• Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme.

Equal Opportunity Employer

Siemens Healthineers is an equal opportunity employer and welcomes applications from individuals with disabilities. We are a Disability Confident Committed employer.