MAIN ACCOUNTABILITIES

This role is the key driver in achieving the objectives of the operations manager/service managing director by:

• Taking ownership and responsibility for the delivery of the agreed goals and targets.
• Providing constructive and positive feedback to team members.
• Encouraging individuals, providing input and suggestions for problem resolution.
• Addressing interpersonal problems with team members quickly and directly and consistently dealing with performance issues in a firm, fair, respectful and timely manner.

Contributing in the planning and execution of agreed goals and measurable targets in line with:

• Response times
• First time fix
• Average order values
• Customer satisfaction
• Stock management
• Productivity
• Effective teamwork

PERSON SPECIFICATION

Education/Qualifications:

• As you will be managing and coaching technicians working with single and 3 phase equipment - an electrical qualification is essential.
• Management qualifications are desirable.

Skills/Knowledge:

• Excellent written and verbal communication (Essential)
• Strong analytical and problem solving skills (Essential)
• Ability to troubleshoot, test, repair and service technical equipment. (Essential)
• Excellent organisation and computer skills. (Essential)
• Ability to learn new applications and cross train others. (Desirable)

Experience:

• Proven field service experience (Essential)
• Familiarity with mobile tools and applications (Essential)
• Experience of leading a team, providing constructive feedback and actively managing performance (Essential)
• Direct experience in the warewash and or catering industry (Desirable)

WORK EXAMPLES

Coaching, Mentoring & Performance Management

• Carrying out assessment of technical skills, customer engagement and commercial competencies in the working environment.
• Actively managing time and attendance.
• Establish and maintain an effective debriefing process on a frequent basis to ensure goals and targets are being met.
• Delivering constructive feedback via 1:1 meetings and group briefings.
• Responsible for ensuring team members receive the appropriate training, coaching, personal development and performance management to perform their role to the highest standard.
• Contribute to grading evaluations and development planning as required

Planning and Execution

• Give consideration to the resource requirements of the region – factoring in the skill base and experience of the field service technicians, as well as the customer needs in the territory.
• Evaluate the geography and the associated travelling times affecting service delivery and individual effectiveness.
• Ensuring the technicians have the correct and necessary information, resources, tools, training and coaching to complete all jobs allocated to the required standard.

Team Dynamics

• Takes ownership and responsibility for building a strong motivated team with clear goals, targets and personal objectives
• Creates a working environment which encourages a passion for service quality and continuous improvement in customer service
• Manages performance, recognises and rewards appropriate behavior and contribution to the business.

OTHER DUTIES

• Willing to undertake further training to fulfill the requirements of the role
• Willing to work additional hours to meet the demands of the role and adapt to changing work processes and schedules as required

KNOWN CHALLENGES

• Managing a team of independent individuals who work remotely and in relative isolation across a wide geography.
• Drawing on skill and experience to adapt management style for a team with varying levels of skill and experience.

APTITUDES/ATTRIBUTES

• Able to manage time and work under pressure to tight deadlines
• Able to manage the demands of numerous tasks
• Ability to adapt quickly in a rapidly changing environment
• Keen for new experience, responsibility and accountability
• Reliable, tolerant and determined
• Self-driven, positive outlook, clear focus and a empathic communicator, able to see things from the other person`s point of view

HOURS OF WORK / BENEFITS

• Core hours: 40 hours per week, Monday to Friday
• Competitive salary
• Company van (with use privately) including fuel card
• 25 days annual leave - plus bank holidays
• Pension & Life Assurance
• Lifeworks employee assistance plan and discount scheme