Requirements: English
Company: Pregis Europe
Region: Sittard , Limburg
Field Services Manager
Are you a dynamic leader with a passion for operational excellence and customer satisfaction? Were looking for a field services manager to lead our service, integration, planning, and project support team.
In this pivotal role, you will oversee a team of 4 team leaders, 12 field service engineers, a planner and a project support specialist. Youll be responsible for ensuring seamless execution of new and upgraded installations, service and maintenance projectsfrom initial planning to commissioningwhile driving efficiency, quality, and customer satisfaction.
The Field Service Manager sets clear priorities with internal and external stakeholders, and coordinates activities with our Customer Service, Logistics, Engineering and Sales departments. Daily collaboration with these teams is essential to maximise our service levels to new and existing customers ensuring uptime, have our installations installed and commissioned in time, and help develop programs and improvements that lead to maximum customer satisfaction!
This position demands strong leadership, time management, a customer-focused mindset, and the ability to manage both people and processes to consistently deliver high-performance results across the field service team and project operations to maintain our reputation for excellence by delivering outstanding service.
RESPONSIBILITIES.
Strategy & development
- Develop and implement a strategy for the service department in line with business objectives;
- Optimise processes and procedures to maximise cost efficiency of Service Department.
Operational efficiency & quality
- Identify bottlenecks and implement improvements in installation and service processes and procedures.
- Work with Procurement, Planning and Project Support to prepare equipment for installation.
- Make sure parts and parts lists are available, the right vendor are contracted and required materials are on site in time for installation.
- Work with Sales, Customer Service and Logistics to ensure on time operational availability of equipment at the customer;
- Pre commissioning of large installations and equipment to ensure uptime at time of installation.
- Implement efficiency improvements and quality standards.
Customer focus & market development
- Analyse customer needs and market developments to improve service levels;
- (Develop and implement marketing strategy for service);
- Monitor cost and overall profitability of Integration projects and general customer support;
- Build and maintain relationships with existing and potential customers;
- Drive revenue growth through additional service sales and expansion of customer relationships/customer satisfaction.
Service & warranties and cost effectiveness
- Review and handle warranty claims and complaints;
- Manage, analyse and report KPIs such as SLAs, customer satisfaction and operational efficiency.
Leadership & team development
- Managing, coaching and developing the service team to achieve optimal performance;
- Manage workload, overtime and overall demand on labour resource planning whilst meeting agreed customer SLAs and Sales objectives;
- Review Integration projects during offer phase, define the service scope with Sales;
- Work with Procurement, Planning and Project Support to prepare equipment POs, installation and parts lists, and vendor required items as well as to coordinate shipment and installation to customer site.
What your bring:
- Bachelors degree with 25 years of experience in field service or project management.
- Dynamic and passionate people leader/coach with a strong teamwork mentality
- Bachelors degree with 25 years of experience in field service or project management.
- Experience in budget management, process optimisation and KPI analysis;
- Commercial mindset with excellent communication
- Decisive and analytically strong, with an eye for quality and efficiency;
- Individual should be able to interact and develop relationships with the sales department, customers and management;
- Excellent verbal and written communication skills;
- Proficiency in MS-Office products, knowledge of SAP is a plus;
- Valid drivers license and willingness to travel across Europe.