Field Service Manager - Stoke on Trent and Northampton

Crown; United Kingdom; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company is seeking a Field Service Manager to oversee a team of engineers in Stoke on Trent and Northampton. The role focuses on enhancing service quality and customer satisfaction while managing costs and driving performance improvement. Ideal candidates will have extensive experience in the forklift truck service sector and proven management abilities, along with strong analytical and communication skills. Additional benefits include a company vehicle and pension plan.

Benefits

Company car and fuel card

Discount schemes and social benefits

Company pension plan

25 days plus bank holidays

Qualifications

• Minimum 5 years' experience in forklift truck service environment.
• Proven management of remote teams.
• Strong communication and negotiation skills.

Responsibilities

• Responsible for managing a team of skilled service engineers.
• Monitor costs and revenue within the service area.
• Address customer complaints and ensure root causes are identified.

Skills

Communication

Negotiation

Data Analysis

Team Management

Education

GCSE grade C in English and maths

Job description

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Field Service Manager - Stoke on Trent and Northampton

Client: Crown

Location: United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

cae16c0df6c6

Job Views:

3

Posted:

29.06.2025

Expiry Date:

13.08.2025

Job Description:

Responsible for managing a team of skilled service engineers, focusing on enhancing service quality and customer satisfaction.

Manage and improve Resident Site activities aligned with company goals.

Ensure activities are carried out safely and effectively, maximizing customer satisfaction and commercial benefits.

Resource Management

• Review engineer performance with the Regional Service Manager.
• Schedule weekly review meetings with FSE/STS/RSE.
• Assess engineer headcount needs monthly.

Profit and Loss

• Monitor costs and revenue within the service area.
• Analyze full Maintenance Contracts monthly, focusing on the bottom 20% performers.
• Review warranty claims and ensure timely processing.
• Manage invoice queries promptly.
• Ensure timely completion of planned maintenance.
• Maximize First Time Fix and Jobs per Day through coordination and training.
• Aim to grow chargeable revenues by 10% annually.
• Follow up on rejected estimates and monitor service costs.

Customer Relations

• Maintain adherence to Service Level Agreements.
• Coordinate with Customer Service Managers to meet expectations.
• Address customer complaints, identifying root causes and corrective actions.

Service Reviews

• Conduct regular reviews of key customer accounts.

Reporting/Administration

• Oversee Infolink accounts.

Safety and Risk Management

• Promote workplace safety.
• Maintain tool checks and incident reports.

Person Specification

• Minimum 5 years' experience in forklift truck service environment.
• Proven management of remote teams.
• Strong communication and negotiation skills.
• Ability to analyze data and mentor staff.
• Educational requirements: GCSE grade C in English and maths.
• Full UK driving license.

Additional Details

Hours of Work: Monday to Friday, 8 hours per day.

Company Vehicle: Provided with private use option.

Holidays: 25 days plus bank holidays.

Pension: Company pension plan.

Additional Benefits:

• Company car and fuel card.
• Discount schemes and social benefits.