Field Service Manager - South Central

at  Crown Lift Trucks Ltd

About Crown Lift Trucks Ltd
Since its entry into the material handling industry in the 1960s, Crown Equipment Corporation has earned a reputation for exceptional product design, engineering and manufacturing of its award-winning line of electric lift trucks. From our smallest pallet truck to our highest lifting VNA truck, our goal is to always provide the user with the safest, most efficient and ergonomic forklift truck possible. Crown supports customers with a wide selection of electric forklift trucks ranging from pallet trucks to very narrow-aisle VNA trucks.
Our brand promise is:

“CROWN DESIGNS, MANUFACTURES, DISTRIBUTES, SERVICES AND SUPPORTS MATERIAL HANDLING PRODUCTS THAT PROVIDE CUSTOMERS WITH SUPERIOR VALUE.”

Quality and performance are the foundation of Crown’s success. Since our inception, our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make.
Crown’s headquarters, manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.
Job Description
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.

Person Specification

Essential Skills:

• Recent and relevant experience (minimum of 5 years) of working in the forklift truck service environment.
• Proven track record of the management of remote working teams
• People management systems and processes
• Customer service standards
• Excellent communication skills, ability to influence and use diplomacy with clients and colleagues
• To ensure effective written and verbal communication of all critical corporate and operational issues within the region.
• Ability to interpret statistical data to identify trends and present findings.
• Training and mentoring of Engineers/staff.
• Educated with an ability to achieve a grade C in English and maths at GCSE.
• Commitment to continuing personal and professional development.
• Excellent organisational skills, resourceful and solution driven.
• A high standard of accuracy and attention to detail.
• Ability to multi‐task, prioritising workloads to work to tight deadlines.
• Consultation and negotiation skills.
• Flexibility to cope with diverse needs of the post.
• Highly motivated and possessing a resilience to work under pressure.
• Positive, personable and optimistic with a can do attitude.
• Full UK driving licence.

Desirable Skills:

• Recent and relevant experience of working in the forklift truck service environment, but not essential.
• Engineering qualification.

Vacancy Details
Hours of Work:
Monday to Friday – 8 hours per day.
Company Vehicle:
A company car and fuel card are provided with the option for private use
Holidays:
25 days holiday.
Pension:
Company pension plan.
At Crown, we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact, throughout Crown’s history, more than 1,000 employees have reached a 25-year milestone, and we are proud to have travelled their career paths with them.
From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward.

In addition to financial remuneration and participation, we our offer our employees various social benefits including but not limited to:

• Company car plus fuel card – private use of company vehicle (subject to tax regulations)
• Company pension plan.
• 25 days annual leave plus bank holidays.
• Excellent discount scheme with access to the best perks from some of the UK’s biggest brands.
• Employee assistance programme.

Please refer the Job description for details