As a Field Service Manager, you will lead and develop a team of Field Service Engineers responsible for delivering, installing, maintaining, and repairing equipment used in a laboratory environment. In this role, you will drive customer satisfaction, team development, process optimisation, and business growth while ensuring quality.
Key Responsibilities
- Lead, recruit, motivate, and develop a team of Field Service Engineers.
- Build technical expertise and capability through structured training, mentoring, and individual development plans.
- Foster a customer-centric culture and energise the team to achieve goals.
- Oversee end-to-end field service delivery, including installations, preventative maintenance, and repair services.
- Manage escalations, prioritize resources, and ensure timely, accurate resolution of customer issues.
- Facilitate team meetings, share best practices, and continuously improve service workflows.
- Ensure quality system procedures and standards are adhered to at all times.
- Partner with commercial teams to identify new service opportunities and deliver profitable solutions.
- Support service revenue growth, ensuring KPIs such as revenue, response/repair time, and customer satisfaction are achieved.
- Ensure all service activities meet safety standards, regulatory requirements, and company policies.
- Promote a culture of safety and wellbeing within the team.
- Drive P&L performance in line with plan/budgetary requirements.
- Partner with sales and service leadership to align service strategies with business objectives.
