Field Services Manager - South East

About us:           

At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in the name of sustainability, gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do, from new product innovation for our customers, to projects with our coffee farmers. We believe our continued success is due to great people. Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!

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Position:          Field Service Manager (Divisional Service Manager) 

​Location:         Field Based- South London to South Coast. The successful candidate will ideally live in or near the South London, Guildford or Redhill area.

​Job Type:         Full time, Permanent. Monday to Friday

​Salary:             Base salary of £42,000 to £45,000 DOE, plus annual bonus

​Benefits:          28 days annual leave increasing with length of service, plus 4 public holidays, Service vehicle, private pension, private medical cash-back                  scheme membership, employee assistance programme, staff discounts and more

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Purpose of Role: 

The Field Service Manager will be reporting to the Head of Technical Services, you will be responsible for the oversight and management of your regional field service team, with line management responsibility for their team of Engineers. 

​You will need to develop and execute a strategy for the department and how Field Engineers are equipped and deployed to deliver best in class service to the customer.

​The regional team is medium in size so you'll need to be resourceful and have the ability to work independently, it will also be essential for you to communicate and work closely with colleagues across the organisation at every level, most notably the parts department, logistics teams, and service desk, and sales teams.

​You will have the opportunity to use key skills such as project management, financial decision making and have a voice in the future planning of the field services department.

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Experience

​It is essential that you have 5+ years coffee machine experience with multiple systems and manufacturers and experience of managing a team

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Key Responsibilities

• Identifying and resolving under-performance in KPI’s and driving the continuous improvement of the regional field team.
• Coach, mentor and drive your region to success by reducing service level issues and complaints and recognising and rewarding patterns of excellence.
• Working closely with call planners and service centre staff you will be required to develop a service plan for key accounts and customers, ensuring its successful delivery.
• You will also need to ensure the machines on your patch are PSSR compliant and regularly serviced.
• Stock management - Working daily with your service engineering team and the parts department to ensure your field team have the correct stock levels and correct parts to drive the FTF rate to best in class.
• Finance - Deliver ad-hoc revenue targets for your department through continuous monitoring and improvements via KPI’s.
• Recruitment and resourcing – ensure your regional areas are resourced correctly, and you are scaling your team numbers with increasing or decreasing numbers of machine volumes and customer demand.
• Training & Development – ensure your engineering team is suitably trained and battle-ready with the confidence to deliver best in class service to our customers.
• Support, coach and motivate your team of field service engineers, creating a team culture of can-do engineers ready to go the extra mile for you.
• Conducting appraisals.
• Provide technical support to your team, resolving problems by thinking outside the box and be a solutions provider

Preferred Skills / Knowledge / Personal Attributes

• Ability to work independently and as part of a tight knit management team. 
• Flexible and modern approach to service management.
• A strong work ethic.
• Excellent interpersonal and communication skills.
• Knowledge of various training and teaching methods.
• Ability to learn and adapt to new technology.
• Proven management and leadership skills.
• Ability to multi-task, meet deadlines, and delegate effectively.

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