REGIONAL SERVICE MANAGER (NORTH)

DDC Dolphin Limited; Poole; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Company car

Holiday allowance 25 days

Private medical cover

Employee assistance program

Company pension

Health cash back plan

Life assurance

Cycle to work

Employee volunteering day

Job summary

DDC Dolphin Limited is seeking a Regional Service Manager (North) to lead a team of approximately 15 Field Service Engineers across the North of the UK, accountable for service performance, customer relationships, and operational excellence. You will work with Customer Services, Planning and Commercial to ensure the team has the support needed to deliver a reliable, responsive service.

Travel across the Northern region is expected, with occasional UK-wide visits to Poole, Dorset.

Qualifications

• You don’t need to be an engineer; strong leadership and people development are key.
• Experience in managing remote field teams and delivering service performance.
• Ability to build credibility with technical staff and customers.

Responsibilities

• Leading, coaching and developing a team of Field Service Engineers (approximately 15).
• Managing regional performance (KPI’s & SLA’s).
• Building a positive, accountable and supportive team culture.
• Identifying problems and take ownership of putting practical solutions in place.
• Working closely with Customer Services, Planning, Commercial and other DDC departments to deliver great customer service.
• Build strong relationships with key customers and manage service escalations.
• Improving processes and ways of working within the team and wider Field Service group.
• Supporting wider UK Service projects to improve service delivery, performance and customer experience.

Skills

Leadership

People development

Remote management

Performance management

Customer service excellence

Data-driven decision making

Communication

Job description

At DDC, we are industry leaders in infection control solutions, delivering cutting-edge technology and outstanding service to the healthcare and care sectors. With over 30 years of experience, our mission is to support organisations in maintaining the highest hygiene standards, helping to protect patients, residents, and staff from the risks of infection.
Our purpose is clear: Protecting Lives Through Smarter, Safer Healthcare.

Regional Service Manager (North)

The Role

As Regional Service Manager, you will lead a team of approximately 15 Field Service Engineers across the North of the UK, taking responsibility for service performance, customer relationships, team development and operational improvement.

You will work closely with Customer Services, Planning, Commercial, Technical Support and other areas of the business to ensure your team has the support and resources needed to deliver a reliable and responsive service.

The role combines people leadership with day-to-day operational management. You will understand the challenges faced by engineers in the field, provide support when things go wrong and look for practical ways to make the service more effective.

Working collaboratively with the other Regional Service Managers, you will also contribute to the wider development of DDC's Service organisation.

We are looking for someone who wants to make a difference, not just manage a region.

What you will be doing

• Leading, coaching and developing a team of Field Service Engineers (approximately 15).
• Managing regional performance (KPI’s & SLA’s)
• Building a positive, accountable and supportive team culture.
• Identifying problems and take ownership of putting practical solutions in place.
• Working closely with Customer Services, Planning, Commercial and other DDC departments to deliver great customer service.
• Build strong relationships with key customers and manage service escalations.
• Improving processes and ways of working within the team and wider Field Service group.
• Supporting wider UK Service projects to improve service delivery, performance and customer experience.

Who are you

You don’t need to be an engineer. We're interested in good leaders, rather than people who simply tick every box.

You will ideally be a Service Manager, Field Service Manager, Operations Manager, Engineering Manager or be working in another role where you've developed people in a remote field service structure.

Whilst a technical or engineering background would be useful, it isn't essential. What's more important is your ability to lead people, manage service performance and build credibility with a technical team.

You'll need to be someone who:

• Enjoys developing people and getting the best from a team.
• Is comfortable leading people who work remotely and independently.
• Understands the pressures of field-based service delivery.
• Takes ownership when things go wrong & sees things through to resolution.
• Uses information and data to understand what is happening.
• Is comfortable having difficult conversations when necessary.
• Can build trust with engineers, customers and colleagues at all levels.
• Looks for better ways of doing things rather than accepting "that's how we've always done it".
• Can balance the immediate demands of running a service operation with longer-term improvements.
• Communicates openly, clearly and honestly.

Experience in healthcare or a regulated environment would be useful, but we're open to people from a range of service and operational backgrounds.

A full UK driving licence is essential.

Location

This is a home-based role covering the North of the UK, with regular travel to customers and members of your team so ideally based in the North of England.
There will be regular travel across the Northern region, with occasional UK-wide, particularly to our Poole, Dorset office.

Why DDC

We're continuing to develop our Service organisation and there is a genuine opportunity to influence how we work.

You’ll have the freedom to challenge things that aren't working, develop your team and help shape a better service for our customers.

If you're a service leader who enjoys people, customers, problem-solving and making things better, we'd like to hear from you.

Come and help us build the next stage of DDC service.

Remuneration and Benefits

• Company car
• 25 days Holiday (increasing to 26 after 2 years, 27 after 4 years and 28 after 5 years)
• Private Medical Cover
• Employee Assistance Program
• Company Pension
• Health Cash Back Plan which includes gym membership discounts
• Life Assurance
• Cycle to work scheme
• Employee Volunteering Day

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