Field Service Manager

Role Overview

The Field Services Manager is a key function who is responsible for managing the Field Service Engineers and supporting the service delivery functions technically. This role has responsibility for the day-to-day management of the Field Service Team ensuring a high level of customer service whilst safeguarding the business brand and reputation.

You will support and advise the service teams across the UK on technical issues to deliver an exceptional customer experience, maintaining high levels of customer service to evolve the customer journey. You will deliver effective leadership and motivation, whilst managing daily KPI’s, planning schedules and field service delivery. Frequent travel to AVK Offices and client sites will be required as part of this role including in-field visits with the Service Engineers.

Key Objectives

To provide effective leadership for the field services function to enable a highly skilled technical offering to the AVK client base which will focus on solution based offerings that are cost effective, timely and innovative.

Metrics for Success

· Solution Orientated. Monitor and review the percentage of service calls or maintenance visits where the issue with the generator is resolved on the first visit.

· Preventive Maintenance Compliance. Monitor and Review engineer's adherence to scheduled preventive maintenance tasks for generators.

· Customer Satisfaction: Feedback from customers regarding the quality of service provided by the engineers will be measured through surveys, ratings or direct feedback to access customer satisfaction levels.

· High Quality Reports – Providing a detailed and meaningful report to clients ensuring the minimum AVK standards are achieved.

· Health & Safety. Ensuring a safe working environment and adhering to safety protocols is critical.

· Utilisation: Ensure utilisation of the field engineers to ensure that time applicable to billing activities is accurate and time to non-billable functions is kept to a minimum and managed effectively to ensure that operational efficiency and resource availability is the priority.

· Employee Engagement and Retention. High employee engagement and retention are indicators of a positive work environment and effective leadership.