Field Service Manager (Derby, UK)

CAME Parkare

CAME Parking Division

Field Service Manager – Midlands & North

Parking Control Management Systems (on street and off street) for the Midlands & Northern Area.

  • Field based:Working in and around the Midlands &Northern area.
  • Salary: Up to £40,000 (dependant on experience).
  • Hours: Mon – Fri 8.30am - 5.30pm + Occasional participation in weekend call out rota

Other benefits:

Company vehicle, 25 days holiday, company pension, laptop, mobile phone. Initial training provided with on-going support for progression and personal & professional development.

CAME Parkare UK are part of the CAME Group of companies, a world leader in the design, production, installation and maintenance of both on-street and off-street parking access and revenue control systems.

As a result of recent reorganisation, CAME Parkare are currently seeking two experienced Field Service Managers one in the North and another in the South of the country. The Field Service Manager will be the first point of contact between our clients and the company and will also be responsible for managing a small team of Field Service Engineers. As a company, we recognise the importance of providing excellent customer service and we have created these two management positions as a key enabler in achieving our goal of achieving ‘best in class’ aftercare service in our industry.

The Field Service Manager will be part of a fast-paced company environment, which will require excellent people management and motivational skills. Reporting to the Operations Manager and UK Operations Director, the role will require you to be a strong team player with the ability to manage remote engineers bringing out the very best of your team using your strong interpersonal skills. You will need to be able to demonstrate a strong organisational & customer service background.

As our Field Service Manager, you will have the opportunity to work closely with all your Service Engineers in order to improve their First Time Fix Rate and deliver the best possible service to our customers. Our ideal Field Service Manager will have led / managed a Field Service Engineer team previously, and be comfortable striking the balance between team KPI's, developing new strategies, managing customer expectations and spending time on the tools yourself when required.

Whilst the role will be predominantly field based, there will be a regular requirement to travel on a national basis for sales and service related issues. Each Field Service Manager will be responsible for the day to day management of a current team of six Service Engineers. The bias of the role is towards spending time “in the field” (80%) with Engineers & Customers with the remainder (20%) spent at either our Parking Division HQ in Bristol or our Northern branch facility at Castle Donington.

Main duties will include:

  • Manage and lead a team of Electro-Mechanical Field Service Engineers providing coaching and guidance whilst ensuring service delivery targets and customer satisfaction is met.
  • Attend regular and scheduled account review meetings with all existing service contract clients to ensure that excellent service delivery is maintained and identify areas of improvement, current client satisfaction and new business opportunities on the horizon.
  • Proactively build constructive win-win customer relationships through effective communication and liaison both internally and externally.
  • Constantly monitor customer feedback and address issues in a timely manner, engaging other areas of the business as necessary.
  • Provide planning and organisational feedback, guidance and support to the internal service desk team.
  • Ensure that all service calls are attended by the suitably located engineer and delivered within target service standards, delivering customer care excellence.
  • Encourage and facilitate positive customer experiences even when equipment may not be able to be fixed on time or there and then on the spot.
  • Drive a culture within your own team of problem solving, solution finding and resolving issues, all with a lead by example approach.
  • Maintain full team control over operational procurement, spare parts availability in the field, Field Service Engineer stock take and general asset management.
  • Review functional performance data to deliver and measure productivity, performance and costs. Provide a monthly team service report to the Operations Manager and Board of Directors.
  • Monitor internal (functional, regional and operational) and external (site, customer and final user) quality issues and develop corrective and preventative action plans with client contacts.
  • Align team resources to business needs in order to achieve our contracted service level agreements.
  • Occasionally participate in the project management and client handover of new system installations and upgrades within your territory.
  • Complete all required company documentation correctly, efficiently and on time and ensure that all Field Service Engineers follow the correct procedure.
  • Promote the cross sale of additional company products wherever possible.
  • Being flexible and prepared to travel, sometimes at short notice, in response to urgent requests or extend working hours to resolve problems or support Field Service Engineers in performing their duties.
  • Planning, coordination and occasional participation of the weekend “On-Call” standby rota for your team of Field Service Engineers.
  • Build and maintain a strong ability in your team to identify sales opportunities across all sites and customers as well as building strong relationships with the internal sales support team.

Qualifications

  • Minimum 5 GCSE’s including English and Maths (or equivalent).
  • Ideally BTEC or City & Guilds qualification in electrical or mechanical engineering, or related subject (or qualified by relevant experience).
  • A full driving license is essential for this role.

Experience

The ideal candidate would preferably have experience from within the parking industry, however this is not essential. We would equally welcome applicants from similar industries with excellent Field Service Managers experience, perhaps from the door/gate entry industry, access control systems, elevator/lift systems or electronic security products.

You will ideally need to have a sound practical working knowledge of the following:

Essential for the role:

  • Be familiar with belt / gear driven mechanisms
  • Ability to recognise worn parts (belt tension, roller wear, magnetic head wear etc) and so understand when they should be replaced
  • Vending machines or similar (note and coin readers)
  • Site wiring and engineering drawings
  • Mains and Low Voltage electricity
  • Electronics and electrical components
  • Switch and relay technology
  • Alarm systems
  • Fault Diagnostics
  • Light and medium engineering
  • Mechanics
  • IT literate, ability to use a laptop confidently
  • Awareness of and responsibility for safe working practices

Desirable:

  • PC and networking environments.
  • SQL Database Management.
  • GSM and wireless technology.
  • ANPR technology.

Personal Attributes:

  • Calm and confident nature.
  • Logical, dextrous and systematic in approach to problem solving/fault finding.
  • Excellent interpersonal skills with the ability to communicate at all levels in person, on the phone and through written communication.
  • Open, consistent and reliable.
  • A great customer service and work ethic.
  • Comfortable working alone and taking initiative and being personally accountable.
  • Thorough and conscientious.
  • Positive ‘can do’ attitude.
  • Able to pick up new knowledge quickly and keen to keep learning.
  • Flexible and adaptable to respond to changing situations.
  • Promote an Environmentally protective and Health & Safety conscious work environment.
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