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Field Service Manager

The Convergence Group
Job LocationShirley, Solihull
EducationNot Mentioned
Salary£40,000 - £50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

WHY THIS IS A SWITCHED ON OPPORTUNITY What makes this role really stand outThe business: a young and dynamic service provider, with its own network and lab. The challenge: to manage a dedicated team of Field Service Engineers in a balanced environment. Here, we’re relaxed but always ready to knuckle down in order to get the job done. And we’re not afraid to think progressively to make change happen. A DAY IN THE LIFE What a normal day at work looks like for youDay to day, you’ll:

  • Manage the Field Services team and underpin the ‘BreakFix/Maintenance’ product. This product currently contributes 25% of our revenue and 35% of our Gross Margin. This supporting team and function must meet and exceed the contractual SLAs and consistently deliver a fantastic customer experience.
  • Provide professional, wellcoordinated and efficient field resources for installation and project programs and services at 1st and 2nd line level.
  • Manage the team and resources and ensure there is sufficient capacity and coverage at all times to meet the growing demands of our customer base and volumes.
  • Work in collaboration with other geographical managers to ensure optimum delivery across the UK.
  • Ensure that the supporting logistics (spares) and inventory function is kept up to date by working in collaboration with the Hardware Asset Manager, following appropriate processes. Ensure that monthly forecasting and exceptional audits are completed to ensure increasing workloads can be delivered properly.
  • Proactively plan for capacity in the team and across the supporting functions.
  • Ensure that resource requirements are met and that regular feedback is discussed regarding quality, availability and skill level.
  • Measure, report and optimise the use of the team and resources to reduce the ‘costof-sale’, which keeps us competitive and profitable.
  • Deliver consistently superior internal and external customer service.
  • Ensure there is development and succession in the team.
  • Review, analyse and improve the service you and the team offer.
  • Proactively and reactively support the management and leadership team when required.
  • Proactively support all members of your fieldbased team and ensure you communicate with them regularly.
  • Complete 9 box reviews and manage individual feedback based on objectives and KPI’s.
  • Be responsible for reward and recognition, and ensure all reviews are conducted in line with company policy.
  • Provide accurate and timely reporting and MI that supports and improves business decisions.
    • YOUR EXPERIENCE What you bring to the jobYour background will demonstrate:
  • 5+ years in a highpressure, customer-facing environment where you’ve managed customer-facing technical people and resources from a telecoms background.
  • Your capacity to be a professional escalation point for customer issues.
  • A fundamental technical and service understanding of the LAN and WAN technologies.
  • Experience of a fastpaced, dynamic environment that presents regular change.
  • Experience of managing vendors and third parties (contracts, SLAs).
  • Excellent leadership skills and a motivated coaching style.
  • BPSS and SC and other clearances are required for this role.
    • YOUR QUALIICATIONS About your education and qualificationsYou’ll really need to know your stuff, which means you’ll need:
  • Experience of using IT systems, ServiceNow
  • Industry recognised technical qualifications and experience
  • ITIL v3 Service Operations qualification
  • ITIL v3 Service Management Foundation certificate.
  • A full UK Driving Licence.
    • YOUR REGULATORY KNOWLEDGE Anything specific you need to knowIdeally, you’ll be up to speed on:
  • External process and procedure frameworks including ISO 2700 and 9001.
  • Ensuring internal process and procedures are adhered to as well as customer specification and commercial frameworks.
  • Physical and digital security policies and procedures (in line with a team that is onsite in customer environments).
    • YOUR BUSINESS SKILLS The skills and knowledge you need to make an impact on a business levelTo join us at this level, you’ll need:
  • A deep understanding of the relationship between the internal teams and customers that the function supports.
  • A firm grasp of the external relationship with our partners and with the customers that consume our products and services.
  • The ability to work closely with the operations, delivery and infrastructure teams to provide a fantastic delivery service that underpins the portfolio.
  • A thorough understanding of customer service, balancing cost, expectation and customer perception.
    • ABOUT THE ROLE T&CS:
  • Working hours are Monday to Friday
  • 37.5 hours per week
  • Permanent
  • Place of Work: UK Field-based (national)
    • Benefits:
  • Competitive Salary
  • Substantial Bi-Annual Bonus Scheme
  • Private Medical Insurance(includes medical, mental health, optical & dental)
  • Income Protection
  • Life Assurance
  • Holidays with option to buy or sell
  • Pension scheme
  • Reward & recognition incentives

    • APPLY NOW

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