Field Service Manager

Job Description

Howdens Joinery are looking for an experienced Field Service Manager to join the business as part of the Aftersales Team. Reporting to the Aftersales Manager, you will take responsibility for the South East and London region, managing the weekly performanceof the local Independent Service company and national service provider. Your role will ensure key criteria are met including first fix, attendance/completion, and speed of service for the end user in your region. You will provide exceptional customer service,managing any customer issues which arise, and taking ownership until resolution, directly with the depot and customer.As Field Service Manager you will manage all the Lamona product technical requirements for the region and manage, from start to finish any product safety issues. A clear communicator, you will have key interfaces with depots, appliance, and quality teams,supporting appliance sales of c£200m and managing Howden employed engineers as well as 3rd party local service companies.Key responsibilities

• Understand and manage P&L costs for your region
• Manage Service cover to ensure your region has coverage at all times
• Maintain regular contact with area HJ Depots, in order to manage issues and promote development of local service partners
• Responsible for recruitment of new local Independent service companies
• Manage Initiation and training for new local Independent service companies
• Ensure best practice is shared across regions resulting in Nationwide best practices
• Promote Howdens joinery core values to customers through the local Independent service companies
• Work closely with Technical department to ensure technical issues are raised and knowledge database is up to date
• Responsible for resolving branded manufactured service issues within their region.
• To support the business in the test or roll out of related services as required.

Knowledge and experience

• 5 years Field Service experience within a customer service-based environment.
• 3 years regional Field Service management experience within a customer service environment.
• A sound understanding of the building trade and Appliance Aftersales.
• Excellent planning and organisational skills.
• Ability to build robust relationships with internal and external teams.

The job will involve some working at unsociable times (out of hours, holiday periods) which will be controlled through a cross area rota system.Howdens Joinery is a highly successful FTSE 250 business, with more than 700 depots nationwide, more than 10,000 staff and last year our sales reached circa £1.5 billion. Despite our scale, Howdens remains a local business with traditionalvalues.We will offer you a competitive salary and benefits package including an annual company bonus and a contributory pension. There is a friendly and supportive working environment. As well as the opportunity to develop within a high-profile FTSE 250 company, you will be part of a rewarding organisation recognised for excellence in the workplace in the Sunday Times Best Companies to Work For.