Field Service Territory Manager - UK

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Field Service Territory Manager - UK, Birmingham

Location: Birmingham, United Kingdom

Job Category:

EU work permit required:

Yes

Job Reference:

BBBH75296_1738056063

Job Views:

18

Posted:

28.01.2025

Expiry Date:

14.03.2025

Job Description:

We are seeking a dynamic UK Field Service Territory Manager to lead and support a top-tier field service team. This role focuses on customer-first engagement, efficient issue resolution, and effective management of field service resources across all products within an assigned territory.

Key Responsibilities:

1. Team Management: Oversee a diverse group of Field Service Teams, ensuring optimal coverage, deployment, and competency development. Drive continuous improvements in team efficiency and manage administrative and HR requirements.
2. Customer Engagement: Handle customer escalations with urgency, ensuring timely and effective communication. Collaborate with local Sales teams to achieve mutual goals and support lead generation activities.
3. Process Improvement: Coordinate with Product Support for continuous improvement, training enhancements, and SOP adjustments. Utilise analytics dashboards to ensure KPI alignment and drive corrective actions.
4. Strategic Deployment: Implement service strategies that align with global objectives, representing service in product commercialisation activities and new programme implementations.
5. Leadership and Development: Participate in the Regional Field Service leadership team, drive team engagement, and manage performance levels. Propose service strategy adjustments and support final solutions development.

Key Engagements:

1. Deploy organisational strategies and processes for all products managed.
2. Act as the leader for escalation management, engaging necessary resources to resolve customer concerns.
3. Identify and improve service delivery concerns and performance.
4. Develop and deploy sales strategies and lead generation programmes with Sales teams.
5. Enhance team morale, reward positive behaviours, and increase customer satisfaction.
6. Provide supervisory and HR support for direct reports.
7. Review customer satisfaction results and foster a customer-first culture.
8. Manage installation requirements, scheduling, and deployment.
9. Engage with customers to address any concerns, demonstrating a commitment to excellence.

Knowledge, Skills, and Experience:

1. Critical Competencies:
2. Strong leadership skills to manage diverse teams and ensure customer satisfaction.
3. Ability to remain calm under pressure and work collaboratively across functions.
4. Expertise in field service processes, systems, and product engagements.
5. Energetic and driven for continuous improvement.
6. Effective communication skills, both written and verbal.
7. Flexibility and resourcefulness in achieving results.
8. Ability to lead change, coach, and mentor teams.
9. Conflict resolution skills and strategic thinking.
10. Knowledge of print industry trends and customer needs.
11. Strong business acumen and team management skills.

Desired Requirements:

1. BS degree or equivalent experience in a related field.
2. Willingness to travel up to 30% for customer engagements and product development meetings.
3. Clean and safe driving record.
4. 8 to 10 years of experience in a field service supervisory or managerial role.
5. Strong knowledge of service systems, processes, and engagements.

Package:

1. Working hours: 37.5 per week, Monday to Friday
2. Car allowance at £7,200 p.a.
3. 25 days holiday
4. Private Health Care after 2-year service
5. Contributory pension scheme / salary exchange - the employer matches employees’ contributions up to 6%
6. With the pension scheme, we offer Life Insurance
7. Free Eye and eyesight tests in accordance with the display screen equipment (DSE) regulations
8. Long Service Awards

If this is something which you would be interested in, please apply with your CV or call Nikki Foxall on 07536 058 659.