Service Manager

An exciting opportunity to join our technical division supporting our rapidly growing LAVAZZA On The Move channel.

Location - This is a remote role covering the UK, however regular visits to Basingstoke in North Hampshire will be required.

Who are we? Lavazza Professional is the Business-to-business (B2B) arm of the Lavazza Group. As a brand, we have grown over the last 130 years from a small Italian artisan company to an industrial giant. Throughout our growth, we have remained family owned and our passion for quality coffee is coupled with a spirit of entrepreneurship, innovation and a sense of responsibility.

At Lavazza Professional, our goal is to fuel the workplace and high-volume public places where consumers demand high quality Coffee to Go. We currently bring high performance coffee and other vending technologies to over 10,000 businesses across the UK, across multiple channels. With significant investment into research and development, we now offer a wide range of solutions, and our range is ever expanding.

The role? We are seeking a passionate field-based Service Technical Manager to act as an ambassador for Lavazza Professional to deliver an industry leading service to our customers and consumers in multiple LAVAZZA On The Move retail locations. The Service Technical Manager will manage a national workforce so extensive travel may be required. Regular attendance at our Basingstoke, North Hampshire office will be required.

The successful candidate will be a highly motivated, customer focused individual who seeks to drive value and optimise ways of working, increasing customer engagement and role modelling the Lavazza values. Leading their team by example and motivating a field based team.

Key responsibilities will include:

• Field Service Operational Excellence: Manage and increase the effectiveness and efficiency of the Customer Service Technicians (CSTs) by measuring productivity and improving the operational systems, processes and policies in support of the organisation’s key targets. Embed best practice across the CSTs UK-wide.
• Continuous Improvement: Collaborate with ASM Peer group and Line Manager to evolve Field Service to provide best-in-class service to customers, across all vending technologies. Play a significant role in planning capacity versus demand, including continuous improvement initiatives and opportunities that deliver operational excellence, generate revenue, improve the customer experience and support the growth of the business.
• People Management: Engage, develop, and manage the performance and growth of the Field Service individuals successfully across the UK. Attend regular work-with-days with the team.
• Projects and promotions: Represent Field Service in cross functional projects, detailing insights, timelines, capacity, new ways of working and execute new product roll outs. Drive revenue generation projects and deliver cost saving initiatives.
• Compliance: Ensure Health & Safety culture is embedded whilst building a quality related focus for all Field Service associates. Roll out any new regulatory requirements as per agreed timelines. Ensure all compliance and training needs of the Customer Service Technicians are delivered, following up on actions from work-with-days and audits.
• Budget: Budget responsibility of £900k (SWB & General expenses). Ensure spend is in line with budget constraints whilst seeking efficiencies where appropriate.
• Industry Standard: Display good working knowledge of industry standards, best practices, and relevant qualifications.
• Change Management: Align Field Services with the business goals, driving change positively.

The successful candidate will nurture and grow relationships with both internal departments and external suppliers and clients. The Service manager will be the line manager for 14 Customer Service Field Based Technicians. Experience with a field-based portfolio of direct reports is needed.

Essential skills:

• Comprehensive Technical Knowledge; Completion of Electrical recognised qualification.
• Strong People Management Experience – Demonstrated ability to effectively manage a large remote team.
• Strong Customer Centric approach with robust customer management experience.
• Demonstrate the ability to make sound strategic decisions and have an agile approach to provide the most cost-effective solutions in the Field for the future in an ever-evolving market.
• High Drive for Results, demonstrating tenacity and self-motivation.
• Demonstrable experience of leading change positively and a passion for continuous improvement.
• Analytical skills to review performance, identify trends and track improvement initiatives.
• Ability to understand and prioritise business needs and able to work 1 in 4 weekends standby support.
• Be able to work remotely with the ability to prioritise based on customer & business demand with limited supervision.
• Hold a Full UK driving licence and willing to travel various locations in a day.

In exchange we will offer you:

• A competitive salary.
• 1 in 4 weekend standby payment c. £2000 pa.
• Annual company bonus.
• 25 days holiday plus bank holidays.
• Pension Scheme.
• Private Health Care.
• Additional range of health and well-being benefits.
• Company vehicle – A car or van will be provided.
• Company discounts.

All successful candidates will be subject to completing and satisfying a DBS check. Due to the recruitment process, applicants must be located within the UK and we cannot offer sponsorship. This is a full-time, permanent position, extensive travel may be required and on site attendance in the office in Basingstoke, Hampshire is also required.

Pay: £50,000.00-£60,000.00 per year (depending upon experience) plus £2k annual standby allowance for 1 in 4 weekends.

Benefits:

• Additional leave.
• Canteen - Basingstoke.
• Company car.
• Company pension.
• Employee discount.
• Free parking - Basingstoke.
• Health & wellbeing programme.
• Life insurance.
• On-site gym - Basingstoke.
• On-site parking - Basingstoke.
• Private medical insurance.
• Referral programme.
• Work from home.

Work Location: Remote.