Regional Service Manager

Summary

This role will be field based working from home location. Leading Lead Service Engineers, Senior Service Engineers, and a team of 10+ engineers distributed throughout a geographic area of the UK with additional support links to our international distributer network. Reporting to the Head of UK Service working closely with the Customer Support team to develop and improve our service delivery.

Job Description:

Improving staff personal development, you will motivate and drive the engineers and the Senior Service Engineer through training, mentoring, performance management, audits, improving efficiencies and H&S programs.

This role will require close relations with other internal teams providing informative feedback and reports on service and product performance. You will ensure SLAs are within agreed targets and action is taken to recover any slippage.

Assist with the development and implementation of best working practice throughout the team, building our knowledge base and service manuals to provide an efficient electronic and telephone support service delivering world class service to our clients here in the UK and our overseas market. 

This role will require regular contact and meetings with the support office team, Directors, Head of UK Service, Lead & Senior Service Engineer, Service Engineers, Account Managers, and clients. 

You will engage with and work closely with the commercial team and drive sales opportunities through the service team and the wider business.

You will carry out regular visits to high profile clients to build trusted relationships and manage their asset portfolio leveraging future repeat business through long term ownership. 

Promoting a positive “can do” attitude, resilience, and responsiveness in the organisation by being open and honest about challenges, and the actions required to address unexpected developments.

There may be a degree of travel abroad to support our overseas distributers providing support, training, auditing, and mentoring of all technical aspects of our products and the commercial aspect of the support and service delivery. 

The Regional Service Manager must be able to complete any other reasonable tasks that may reasonably be required to support the team and business needs. A technical background is preferrable with the ability to support with hands- on, if necessary, would be advantageous in this position.  

The person:

• Will have exceptional management skills and an in-depth understanding of service delivery through technical field engineers.
• Will have experience of change management and development of processes.
• Must be enthusiastic, dependable, self-motivated.
• Will have strong digital literacy and analytical skills.
• You will have a technical background and understanding of terminology.
• Must be able to focus on goals, objectives, and project completion.
• Will take ownership of, and resolve accordingly, any problems/issued escalated within the business
• Will have excellent communication skills and possess the ability to manage customer and management expectations
• Leadership Competencies: Stakeholder management, change leadership, coaching.
• Proven ability to challenge and remove any unnecessary barriers to service delivery.
• Experience of gathering and reporting detailed information
• Planning and rostering experience would be advantageous.
• Will be able to travel overseas with notice and have the flexibility to cope with last minute amendments.
  
  

Qualifications & Experience:

Candidate must hold a degree/HNC/ONC and be able to demonstrate formal management training and successful implementation of Service Support processes. The candidate must have a stable employment history with a successful track record of managing a similar team structure with a minimum of 3 years’ experience in a field service management role. Experience and knowledge of compliance and/or NHS estates management would be advantageous. First hand technical experience is preferrable. 

Location:

The ideal candidate should be in the Manchester, Leeds, and Sheffield triangle.

Postcode towns
M = Manchester
L = Leeds
S = Sheffield
WF = Wakefield
HD = Huddersfield
OL = Oldham
SK = Stockport
BL = Bolton
BD = Bradford

Benefits:

• Competitive Salary + Bonus 10% but possible to earn more.
• Company car, phone, and laptop
• 25 days annual leave (increasing to 28 through length of service) + public holidays.
• Company pension scheme
• Life insurance
• Health & Dental
• Volunteering day
• Birthday voucher

Initial interview can be remote however further interviews to be held in person at our Poole Support office.