Field Service Manager

at  Crown Equipment Corporation

Responsible for handling a team of highly skilled service engineers. With the primary responsibility for enhancing the quality of services that are being provided to our customers.
Management and continuous improvement of Field Service activities in line with company objectives.
Strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Crown and its customers.

Resource Management

• Review Engineer performance with the Regional Service Manager.
• Schedule weekly review meetings with FSE/STS.
• Review engineer headcount requirements on a monthly basis.

Profit and Loss

• Monitor costs and revenue within the service area.
• Full Maintenance Contracts analysis on a monthly basis – review worst 20% of performers and formulate action plan.
• Monitor internal costs.
• Warranty Claims reviewed and monitored for the respective area.
• Ensure all claims are reviewed prior to submission and are processed within set timescales. Monitor rejections and manage for continuous improvement.
• Manage invoice queries in a timely manner.

Operational Efficiency

• Target to have all due PM’s in the month complete, and achieved within targeted PM times.
• Maximise First Time Fix by liaising with Parts Manager / Training Manager and Warranty / Service Support Supervisor.
• Maximise Jobs per Day by reducing travel and ensuring appropriate headcount and training are in place.
• Target to grow chargeable revenues by 10% per annum.
• Ensure 100% of rejected estimates are followed up along with STS.
• Measure and control internal service costs.
• Ensure all Thorough Examinations are completed on time (Rental, Demos).

Customer Relations

• Maintain adherence to agreed Service Level Agreements.
• Liaise with National Customer Service Managers to ensure customer expectations are met.
• Follow up on customer complaints and ensure root causes and corrective actions are identified and implemented as required.

Service Reviews

• Plan and complete regular reviews of key customer accounts.

Reporting / Administration

• Manage and review Infolink accounts.
• Establish strong reporting routines for your direct reports.

Safety and Risk Management

• Promote a safe workplace for all by your actions.
• Ensure regular checks of tools are maintained and recorded.
• Reduce incidents at work by establishing root causes.
• Ensure FSM’s fulfil their responsibilities in following up incidents and accidents.
• Ensure product incidences / issues are reported promptly.

Please refer the Job description for details