Aftersales Field Service Manager | London & South East

We’re looking for an Aftersales Field Service Manager to oversee our Lamona Aftersales service operations across London and the South East. Sitting within our Appliance Aftersales team, this role offers an exciting opportunity to drive exceptional customer experiences for our own brand appliances in a fast-paced FTSE 100 organisation with strong growth ambitions.

Reporting to the Aftersales Manager, you will oversee the weekly performance of local Independent Service Companies in London and the South East, as well as our national service provider. Your key responsibility will be to ensure that critical KPIs such as first-time fix rate, attendance, seven-day completion, and overall speed of service are consistently achieved. You will also take ownership of any customer issues that arise, ensuring they are resolved quickly and effectively.

As a confident communicator, you will build strong working relationships with our depots, appliance teams, and quality teams, supporting appliance sales of approximately £200 million. You will also manage third party local service partners. The role may involve occasional work during unsociable hours, including holidays, as part of a cross area rota system, and will require travel across London and the South East.

What you will be doing as the Aftersales Field Service Manager:

• Manage all the Lamona product technical requirements for the region and any product safety issues.
• Understand and manage profit and loss costs for your region.
• Manage service coverage to ensure your region has coverage at all times.
• Maintain regular contact with our depots in order to manage issues and promote the development of local service partners.
• Occasional support engineers in the field and liaising with customers directly.
• Responsible for recruitment of new local independent service companies.
• Manage initiation and training for new local independent service companies.
• Ensure best practice is shared across regions resulting in Nationwide best practices.
• Promote Howdens Joinery core values to customers through the local independent service companies.
• Work closely with the technical department to ensure technical issues are raised and the knowledge database is up to date.
• Responsible for resolving branded manufactured service issues with the support of the Aftersales desk within their region.
• Support the business in the test or roll out of related services as required.

What do you need to qualify for the Aftersales Field Service Manager:

• A track record of successfully managing teams within a Regional Field Service Management role.
• Ability to motivate, lead, and manage your team and create a service-led culture.
• Highly focused on delivering exceptional customer service within a fast-paced and busy environment.
• Appliance Technical knowledge would be an advantage, however is not essential.
• Enthusiastic, strong influencer with exceptional communication and interpersonal skills - even under pressure.
• Highly organised and decisive with good planning and prioritisation skills to balance key priorities.
• Ability to build robust relationships with internal and external teams.
• A sound understanding of the building trade would be desirable, but not essential.

What can we offer you as the Aftersales Field Service Manager:

• Competitive salary + annual company bonus.
• Company car.
• Competitive Pension Plan with a maximum company contribution of 12%.
• 25 days holiday + bank holidays with the option to buy additional days.
• Staff Discount.
• Exceptional Reward and Recognition events.

How to Apply:

Before you apply, please speak to your manager so that they are aware of your interest in this role. You will also need to attach a CV and Cover Letter. Please take note that this advert is a summary of the main duties and responsibilities and may be subject to change. If you have any questions or need any further support or information, please contact Lauren Hardaker, Recruitment Manager, or any member of the recruitment team.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email with the job title and location, and we will be happy to help you.