Field Service Manager - Scotland

At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. We are a sustainability‑mocused organisation that gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do. We invite you to join our team of top talent in an exciting and industry‑leading organisation.

Overview

Position: Field Service Manager (Divisional Service Manager)
Location: Field Based, the successful candidate will ideally live near Glasgow, Edinburgh or Fife
Job Type: Full time, Permanent. Monday to Friday
Salary: Base salary of £42,000 – £45,000 per annum plus annual bonus
Benefits: 28 days annual leave increasing with length of service, plus 4 public holidays, service vehicle, private pension, private medical cash‑back scheme membership, employee assistance programme, staff discounts and more!

Purpose of Role

The Field Service Manager will report to the Head of Technical Services and is responsible for the oversight and management of the regional field service team, with line management responsibility for their team of Engineers. You will develop and execute a strategy for the department and how Field Engineers are equipped and deployed to deliver best in class service to the customer. The regional team is medium in size, so you’ll need to be resourceful and able to work independently. You will also need to communicate and work closely with colleagues across the organisation at every level, most notably the parts department, logistics teams, service desk and sales teams. You will have the opportunity to use key skills such as project management and financial decision making, and you will have a voice in the future planning of the field services department.

Experience

Essential: 5+ years coffee machine experience with multiple systems and manufacturers and experience of managing a team.

Key Responsibilities

• Identifying and resolving under‑performance in KPI’s and driving the continuous improvement of the regional field team.
• Coach, mentor and drive your region to success by reducing service level issues and complaints and recognising and rewarding patterns of excellence.
• Work closely with call planners and service centre staff to develop a service plan for key accounts and customers, ensuring its successful delivery.
• Ensure the machines on your patch are PSSR compliant and regularly serviced.
• Stock management – work daily with your service engineering team and the parts department to ensure your field team have the correct stock levels and parts to drive the FTF rate to best in class.
• Finance – deliver ad-hoc revenue targets for your department through continuous monitoring and improvements via KPI’s.
• Recruitment and resourcing – ensure your regional areas are resourced correctly, scaling team numbers with changing machine volumes and customer demand.
• Training & Development – ensure your engineering team is suitably trained and battle‑ready to deliver best in class service to our customers.
• Support, coach and motivate your team of field service engineers, creating a team culture of can‑do engineers ready to go the extra mile.
• Conducting appraisals.
• Provide technical support to your team, resolving problems by thinking outside the box and being a solutions provider.

Preferred Skills / Knowledge / Personal Attributes

• Ability to work independently and as part of a tight knit management team.
• Flexible and modern approach to service management.
• A strong work ethic.
• Excellent interpersonal and communication skills.
• Knowledge of various training and teaching methods.
• Ability to learn and adapt to new technology.
• Proven management and leadership skills.
• Ability to multi‑task, meet deadlines, and delegate effectively.

Application

If this sounds like you, you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can.

Thanks from the Team @ Matthew Algie

No sponsorship is available for this role, you must have Right to Work in the UK.

We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.

Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).

It is essential that you have 5+ years coffee machine experience with multiple systems and manufacturers and experience of managing a team.