Field Service Manager - Stoke on Trent and Northampton

Crown Equipment Southeast Asia; England; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the material handling industry is seeking a manager to lead a team of skilled service engineers. This role focuses on enhancing service quality, operational efficiency, and customer satisfaction while managing remote teams and resources effectively.

Benefits

Company vehicle and fuel card

25 days holiday

Company pension plan

Discounts and support programs

Qualifications

• 5 years' experience in forklift service environment.
• Proven management of remote teams.
• Ability to interpret data and mentor staff.

Responsibilities

• Manage and improve Field Service Resident Site activities.
• Monitor costs and revenue in the service area.
• Ensure adherence to Service Level Agreements.

Skills

Communication

Negotiation

Organizational

Education

GCSE grade C or equivalent in English and maths

Job description

About Crown Lift Trucks Ltd

Crown Equipment Corporation has been a leader in the material handling industry since the 1960s, known for its innovative electric lift trucks. We offer a wide range of products from pallet trucks to high-lift VNA trucks, focusing on safety, efficiency, and ergonomics.

Our brand promise is: "Crown designs, manufactures, distributes, services and supports material handling products that provide customers with superior value."

Quality and teamwork are core to our success. Our company culture emphasizes performance and quality in every forklift we produce.

We provide diverse career opportunities across various professional and vocational roles at our headquarters, manufacturing facilities, and branch networks.

Job Description

We are seeking a manager responsible for leading a team of skilled service engineers, with a focus on improving service quality and customer satisfaction.

The role involves managing and continuously improving Field Service Resident Site activities, ensuring safety and effectiveness, and maximizing customer satisfaction and business benefits.

Resource Management	Review engineer performance with the Regional Service Manager. Conduct weekly review meetings with FSE/STS/RSE. Assess engineer headcount needs monthly.
Profit and Loss	Monitor costs and revenue in the service area. Analyze full maintenance contracts monthly, review bottom 20% performers, and develop action plans. Oversee warranty claims, invoice queries, and manage rejections for improvement.
Operational Efficiency	Ensure all scheduled PMs are completed timely. Maximize first-time fix rates and daily job throughput. Aim for a 10% annual growth in chargeable revenue.
Customer Relations	Adhere to Service Level Agreements. Coordinate with Customer Service Managers to meet expectations. Follow up on complaints, identify root causes, and implement corrective actions.
Service Reviews	Conduct regular reviews of key customer accounts.
Reporting & Administration	Manage Infolink accounts and establish reporting routines for team members.
Safety & Risk Management	Promote workplace safety and maintain safety checks. Reduce incidents by analyzing root causes and ensuring FSMs follow up on incidents and product issues.

Person Specification

Essential Skills:	Minimum 5 years' experience in forklift service environment. Proven management of remote teams. Strong communication, negotiation, and organizational skills. Ability to interpret data and mentor staff. GCSE grade C or equivalent in English and maths. Full UK driving license.
Desirable Skills:	Experience in forklift service (not essential). Engineering qualification.

Vacancy Details

Hours of Work:	Monday to Friday, 8 hours per day.
Company Vehicle:	Company car and fuel card, with private use option.
Holidays:	25 days holiday.
Pension:	Company pension plan.

We value our employees and offer various benefits including a company car, pension, holiday entitlement, discounts, and support programs.