Field Service Manager

Role & responsibilities

Customer Service Strategy & Management:

• Contribute to the development and execution of regional customer service strategies and initiatives
• Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
• Stay informed about industry trends and best practices to enhance service offerings
• Oversee daily operations of the customer service team within the region, including service centres and field support
• Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
• Develop and implement service policies and procedures to improve service quality and efficiency

Customer Experience Enhancement:

• Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
• Implement initiatives to enhance the overall customer experience and resolve recurring issues
• Develop and maintain strong relationships with key customers to ensure their needs are met

Service Quality and Compliance:

• Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.
• Conduct regular audits and inspections to ensure service quality and adherence to best practices.
• Address and resolve any service quality issues or non-compliance concerns.

Operational Efficiency:

• Optimize service processes and workflows to improve efficiency and reduce operational costs.
• Manage dealer profitability and to ensure parts retail and wholesale business.
• Implement and track key performance indicators (KPIs) to measure and improve service performance.

Problem Resolution and Escalation:

• Act as the point of contact for escalated customer issues and complex service problems.
• Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
• Ensure timely and effective resolution of customer complaints and service requests.

Reporting and Analysis:

• Prepare and present regular reports on service performance, customer feedback, and operational metrics.
• Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
• Provide insights and recommendations to senior management based on service performance and customer/dealer feedback.