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Field Operations Manager - NORTH

  • Manchester

  • Salary unspecified
  • Job type:
    Permanent

JOB PURPOSE:

The Field Operations Manager will be responsible for managing a team of permanent and contracted field and site technicians in the delivery of hardware maintenance, IMAC services, project deployment and site backfill services to customers. The job holder responsibilities include escalation management and the performance of staff working in the job holders region.

KEY RESPONSIBILITIES:

·Provides focus on the pro-active management in achieving contractual service levels and to continuously monitor and improve performance where possible

·To interact with the Service Delivery, Field, Customer Support Centre and Logistics teams on a daily basis to ensure understanding of key customer issues and concerns

·Participate in Business process re-engineering/implementations and provide appropriate resources

·Budget, forecast and manage resource availability and utilisation levels within the team (to include absence management, shift rotas, holiday approval etc) to ensure that SLA’s are not negatively impacted to meet seasonality of workloads

·To continually develop and enhance operational procedures to drive down the cost of the field operation, improve performance levels for customers and ensure consistency in operational standards

·Arranging regular team communications covering information flow both up and down, ensuring staff understanding of job requirements, new customer information, process improvement and special projects

·Meet all staff at least twice per year to review performance and deliverables against target

·Pre-authorise all overtime claims and manage within budgetary limits

·Resource planning for staff holidays, sickness and other absences

·Responsible for any employees disciplinary issues in conjunction with Human Resources

·Responsible for the recruitment of engineers, both permanent and contract for your individual regions

·Setting metrics and targets then measuring performance against these for all staff within the regional team, acting upon areas for development and/or improvement accordingly and providing monthly reports

·Ensure the integrity of all Field Service activities in respect of health & safety standards and compliance

·Ensuring all parts are returned in accordance with the ‘Parts Return Process’ adhering to the timescales set

·To provide guidance and direction to Field Service Engineers within the team by conducting regular audits on staff appearance, vehicle condition and tools & test equipment

· To act as an ‘escalation manager’ for service delivery performance issues into team with full ownership at all times

·To support the sales teams in providing timely pricing and budgets for RFP’s and other bid related documents.

·To support the leadership teams in any restructuring, future divestitures, mergers and acquisitions.

·Provide support in audits and quality assurance processes

·To monitor and manage the achievement of individual KPI’s against targets

·Setting Individual training and development plans against the business needs for the job holders region

·Ensure high levels of customer satisfaction are achieved in line with company targets

·To support the sales teams in providing timely pricing and budgets for RFP’s and other bid related documents.

·To ensure robust disaster recovery arrangements are in place for the team and support any business continuity exercises

·To adapt and develop with the role as the requirements change in line with the business strategy

CORE LEADSHIP COMPETENCIES

The Field Services Account Manager will be able to demonstrate the following leadership competencies:

·Ownership & Accountability

·Personal Resilience

·Drive for Achievement

·Inspirational Leadership

·Flexibility & Adaptability

·High Performance Management

·Delegation & Empowerment

·Team Leadership

·Big Picture Thinking

·Decision Making

SKILLS:

Essential:

  • Experience of staff management preferably within a Field Management or Service Management Environment
  • Excellent analytical skills with the ability to turn performance metric data into clear action plans

·Possess a strong sense of customer care and financial awareness

·Demonstrable ability to provide clear direction and leadership for the team

  • Highly organised, tenacious with confidence and initiative
  • Experience in producing and delivery of internal and external presentations
  • Effective time management skills
  • Demonstrate strong communication skills

·Experience in recruitment and selection

  • Proven ability to coach, motivate and guide the team and colleagues
  • Good technical awareness within an IT environment
  • Intermediate to Advanced Microsoft Office skills - Word, Excel and Powerpoint
  • Ability to remain calm under pressure and work to measured response targets.
  • Ability to prioritise workloads, resolve operational problems and escalate out of lines situations where unable to resolve
  • Can demonstrate commercial awareness
  • Experience of budget planning and working to financial targets
  • Full UK driving license
  • CRB Clearance

Desirable:

  • Security cleared - SC level

CIRCUMSTANCES:

  • Prepared to travel extensively throughout the UK with frequent overnight stays away from home
  • Some flexibility is required in order to accommodate the requirements of the business
  • Prepared to work as part of a Duty Manager rota
  • Be prepared to work Monday to Sunday (8am – 8pm) on a shift working arrangement if required

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