Regional Field Service Manager EUK

Intertape Polymer Group; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global leader in packaging solutions seeks a Field Service Manager to support and grow its service organization in the UK. The ideal candidate will enhance customer satisfaction while leading a technical workforce. Key responsibilities include managing service operations, ensuring quality standards, and driving performance metrics.

Qualifications

• 5 years technical field service experience.
• 7 years in a leadership role.
• Experience leading a decentralized technical workforce.

Responsibilities

• Develop and manage field service organization.
• Provide leadership to the field service team.
• Support and achieve the service budget.

Skills

Leadership

Customer Service

Problem Solving

Communication

Technical Skills

Organizational Skills

Education

Technical degree

Tools

Field service management software

Microsoft Office Suite

Job description

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Position Purpose

Support and grow the field service organization by providing high customer satisfaction both internally and externally while meeting company objectives.

Principle Accountabilities

1. Develop and manage a field service organization in support of an installed base of Better Packages/IPG packaging equipment in EUK.
2. Provide overall leadership to the field service organization including hiring, performance management, capacity planning, training, scheduling, etc.
3. With team members, achieve department goals, communicate business updates, engage and implement applicable input, and lead personnel development. Monitor and propose staffing needs.
4. Foster a culture of professionalism within the organization, furthering Better Package/IPG's position as a leader in packaging solutions.
5. Make recommendations and design policies and rules that will reduce costs and improve service efficiency.
6. Develop, propose, and negotiate service contracts.
7. Partner with sales leadership to manage capacity and grow service revenue.
8. Lead in the development of specifications, selection, and deployment of all required field service management tools.
9. Support field service management processes and reporting standards to ensure client needs are met or exceeded.
10. Develop and execute continuous improvement and regional service initiatives and metrics.
11. Serve as primary customer interface, providing resolutions, solutions, presentations, and facilitating additional services.
12. Support and achieve the service budget.
13. Support internal staff, service technicians, customers, and sales staff with technical questions.
14. Conduct site audits and safety inspections to ensure company and customer objectives are achieved, and an adequate supply of spare parts is maintained.
15. Liaise with Field Service Supervisors to appraise employee performance regarding promotions, transfers, and work assignments.
16. Guide, train, and develop lower-level management and supervisors.
17. Uphold company standards of excellence and service, guaranteeing quality performance.
18. Other duties as assigned.

Essential Skills and Experience

• Technical degree or equivalent combination of education and experience, plus 5 years related technical field service experience and 7 years in a leadership role.
• An inclusive, empowering leadership style with team-building and motivational abilities. Proven organizational planning and development experience. Well organized with the ability to lead effectively in a fast-paced environment.
• Experience leading and growing a decentralized technical workforce.
• Experience deploying, implementing, and utilizing field service management software.
• Outstanding listening, communication (written and verbal), collaboration, and problem-solving skills.
• Customer service skills, especially in handling disputes and treating customers with care.
• Ability to generate and present regional performance and metrics information.
• Proficient in Microsoft Office Suite.
• Must have an active and valid EU/UK driver's license and be able to pass a background check and medical examination.
• Willing to travel up to 70% of the time.
• Must be based in the UK or Germany.