Field Service Operations Manager

Job Title: Field Service Manager

We are seeking a highly skilled and experienced Field Service Manager to join our team at PRS. As a Field Service Manager, you will be responsible for the day-to-day management and development of our field service team, workshop, and customer service functions.

Key Responsibilities:

• Manage the Field Service and Workshops Teams - monitor performance and facilitate growth.
• Manage field-based staff deployment, training, and discipline.
• Develop and implement service standards and procedures for field service, workshop, and customer service functions.
• Work with internal departments and functions to optimise performance standards.
• Recruitment of field-based staff - interview, test, and selection.
• Update service methods to improve overall efficiency.
• Handle disagreements within the field service, workshop, and customer service teams.
• Create and present reports to senior management regarding reactive and planned maintenance workloads, service performance, and KPIs.
• Conduct periodic appraisals of team members.
• Ensure compliance with statutory and legal requirements for Health and Safety.

Requirements:

• Essential:
• Experience in field engineering operations and management, ideally in the HoReCa industry.
• Relevant engineering qualification (electrical preferably).
• Computer literacy with a good working knowledge of MS Office.
• Desirable:
• Experience working in an operation with strict SLA and KPI disciplines.
• Experience in risk management and health and safety.
• Knowledge of relevant legislation and industry guidelines.

Personal Qualities:

• Leadership - proven staff management skills.
• Technical acumen - understanding of service procedures, equipment maintenance, and industry-specific standards.
• Interpersonal Skills - shows good communication and relationship-building abilities.
• Problem-solving - proficiency in identifying and solving challenges related to service delivery.
• Organisational Skills - the ability to manage multiple tasks, prioritise effectively, and maintain efficient operations.
• Attention to detail - is thorough when performing work and conscientious about detail.
• Flexibility - open to change; adapt behaviour or work methods in response to changing conditions, equipment, and customer requirements.
• Integrity/Honesty - displays a high standard of conduct and is trustworthy.
• Resilience - able to manage pressure, remains optimistic, and persistent.