Regional Field Service Manager in Milton Keynes

Industrious Recruitment are seeking a Regional Field Service Manager for a client based in Milton Keynes. My client is a leading provider of diagnostic solutions and laboratory systems. Ideally, they are looking for someone who comes from a Pharma or medical engineering background. This is a field-based role, 37.5 hours a week, 5 out of 7 days.

Responsibilities:

• Manage all Field Service Engineers:

• Conduct performance review meetings with all assigned personnel at least once per month.
• Ensure that any issued communications have been received and understood by Field Service Engineers.
• Arrange regular group meetings to keep Field Service Engineers informed of performance levels and any changes in the overall company direction.
• Discuss issues relating to training, performance, competence, and update on previous meetings.

• Visit and work with assigned Field Service Engineers.
• Engage in discussions with customers and compare perceived performance with customer expectations.
• Investigate reasons leading to follow-on visits.

• Communicate clearly with Field Service Engineers, customers, and other department managers.
• Conduct peer-to-peer comparisons.
• Ensure budget requirements for training are met.

• Address problems at the earliest opportunity.
• Coordinate with other department operational managers as requested.

• Look ahead and ensure appropriate plans are put in place for future growth in line with the company’s business plans.
• Implement appropriate succession planning.

• Strive for and demonstrate continuous improvement within your team to benefit the department as a whole.

• Identify and analyse instrument problems.
• Repair to meet specifications.
• Provide technical and product support to all necessary staff members as required.
• Escalate issues to minimise down-time.
• Work cross-functionally within different departments:

• Adhere to contractual response times.
• Accurate and timely call recording and logging.
• Perform release testing to ensure satisfactory instrument operation.
• Optimise first-time fix rate KPIs.
• Optimise mean time between failure KPIs.

• Adhere to periodic PMI schedule.
• Perform PMIs as and when required.
• Follow PMI procedures and documentation.
• Accurate and timely electronic call recording and logging.

• Assist in performing modifications when requested or needed.
• Oversee and/or assist in performing any retrofit with high priority.
• Electronically record and log all modifications accurately and timely.

Essential Requirements:

• HND or equivalent in electronic and mechanical engineering.
• Good working knowledge of MS Windows, including Outlook, Word, Excel, and PowerPoint.
• Sound knowledge of hydraulic and pneumatic principles.
• Exceptional technical fault-finding skills.
• Ability to read and understand technical diagrams.
• Customer focused, striving to exceed customer requirements/expectations.
• Job flexibility and willingness to travel – support of peers and juniors throughout the UK, Ireland, and Northern Ireland may be required.
• Trustworthy – delivers to a high standard, is reliable and dependable.
• Self-motivated – strives to achieve over and above role requirements and service standards.
• Attention to detail.
• Personable and able to build strong working relationships with customers to support the delivery of their requirements.
• Team player – focused on team objectives and works to improve overall team effectiveness.
• A minimum of 2 years’ experience in a Team Leading or Management role.