Manager, Field Service, Poultry, NA

Scope & Authority

The Manager Field Service is responsible for a field service team that is fully capable of fulfilling customer demand for field service activities.

• Processes for service execution are followed in disciplined and effective way.
• IT tools are used as designed.
• Skill matrix is always accurate and updated in line with governance.
• Short and long term development plan for the team to ensure that capacity and capabilities are in line with the installed base and future demand.
• Continuous assessment and development of field service technicians competences, skill sets and behaviour.
• Escalations are managed correctly from the field service team, where service delivery is compromised and will mitigate the impact towards the customer, by effective and timely communications, internally and externally.
• Fast and accurate reporting and administration of field service jobs, to ensure timely invoicing, correct cost allocation, correct fault statistics and feedback for product and service improvements

Main Tasks

• Monitor employees' work levels and review work performance by KPI benchmarking.
• Ensures that all Installations, Planned maintenance, Repairs, Emergency Support and special projects executed by the service teams, are delivered on time and within budget and that the reporting is completed.
• Analyse information to determine needs for successfully planned installations, services, or repairs.
• Continuously manage and monitor skills matrix, knowledge and experience to identify gaps.
• Responsible for Health and Safety worker training, for site and working on Marel equipment.
• Investigate and or assist Health and Safety Executive (HSE) with accidents and injuries and prepare and escalate reports of findings.
• Continuously follow up on process and system implementation to ensure that policies are followed.
• Occasionally accompany the Field Service Engineers on customer site.
• Mentor employees on work-related issues and encourage employees to improve skill deficiencies to ensure employee job satisfaction.
• Hold team communication meetings.
• Initiate personnel actions, such as hires, promotions, transfers, discharges, and disciplinary measures when required and conduct regular appraisals and performance meetings with next in line employees.
• Monitor Service Engineers tools, test equipment, as well as condition / maintenance of company car and other property assigned, to ensure optimum availability and professional appearance in front of the customer.
• Participate in field service management meetings and support field service managers in setting directions, goals and strategy for the operation.
• Act as a management representative when visiting Customers premises and dealing with such relations in a professional manner.
• Monitor new products introduced to the market and ensure skills requirements are met in the market.
• Is expected to travel frequently as required by the business.

Skills and Abilities

• Leadership, management and motivation of people, gaining commitment from both internal and external colleagues.
• Ability to quickly familiarize oneself with the company's installed base and relevant technology and turn it into solid knowledge.
• Ability to quickly familiarize oneself with the company's products and processes.
• Knowledge of principles and processes for providing high-quality field service to customers. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to execute agreed tasks and deadlines against performance criteria (KPI).
• Ability to make decisions and meet deadlines.
• Stakeholder management.

Education, Knowledge, and Experience

• Degree in Mechanical or Electrical Engineering from a technical college or similar, or relevant work experience.
• Excellent written and spoken English.
• Resource management training preferred.
• Former team leader, excellent communicator, comfortable in dealing with customer's management.
• Professional experience in Field Service Management within the equipment/Software manufacturing sector and/or similar industries. Food industry preferable.