UK Field Service Territory Manager

Our well known client is looking for an UK Field Service Territory Manager Monday -Friday 37.5hr pw Job Purpose:   Support and drive a best-in-class field service team that places our customers first while enhancing our engagement, triage, understanding, resolution, and escalations support of customer issues in a knowledgeable and efficient manner.   The Field Service Territory Manager is responsible for the management of our field service resources and deployment within an assigned territory and across all products. This role includes the resource management, coverage, and knowledge development in the areas of break fix, applications services, installations, customer training and escalation support.   Key Areas of Responsibility: Role will manage a diverse group of Field Service Teams and individuals with focus on coverage, deployment, competencies, delivery, resolution, and escalation management along with associated administrative/HR requirements for direct reports. This role will constantly look to drive continuous improvements in team efficiency while communicating with Service leadership on needed process improvements, product concerns and team development ideas. Role will include managing relationships with key customers to maximize revenue generation and customer satisfaction.   Key Tasks: Oversite management of assigned territories service teams, including staffing, process adherence, Key Performance Indicator (KPI) achievement, escalation, engagement concerns and customer satisfaction. Manages and engages in customer escalations with a relentless attitude to ensure issues are resolved quickly and communication to the customer is delivered in a timely and effective manner. Work directly with local Sales teams to drive mutual success and meet shared goals, including customer support in sales meetings, service escalations, and lead generation activities. Coordinates with Product Support on needs for continuous improvement, knowledge & training enhancements, Standard Operating Procedure (SOP) adjustments and service concerns that need higher level assistance/development. Utilize provided analytics dashboards to review and ensure KPI alignment with worldwide goals and drive corrective action on any indicator that is missing its target. Continually optimize the organization, including maintaining an optimal resource level, coverage, and product training requirements. Responsible for deploying service strategies that align with the overall WW Print Service strategies and communicating these strategies to their teams, customers, and resellers. Represents service as required on product commercialization related activities. Acts as the service advocate/representative on new programs being implemented within their respective territory.     Key Engagements: Participate and engage as a member of the Regional Field Service leadership team. Acts as the leader for their assigned territory’s escalation management team and engages various product support, sales leadership and other resources as needed to resolve customer concerns in a relentless manner. Work to identify and improve service delivery concerns, process improvement and performance. Drive team engagement and communications that enhance morale, reward positive behaviours, and increase our customer satisfaction. Continually monitor team and individual performance levels and manage the communication and change management necessary to ensure team efficiencies and effectiveness are maintained at the highest level of performance. Provide supervisory and HR level support for all direct report’s managerial requirements, reporting and ongoing management needs. As business needs change, proposes service strategy adjustments to WW leaders while supporting final solutions development, implementation, and communication plans. Review customer satisfaction results and develop a culture of customer first mentality that enhances customer engagement, delivery, and satisfaction. Manage territorial engagement with installation requirements, scheduling, and deployment requirements. Knowledge, Skills and Experience:   Critical Competencies: Ability to manage a diverse team of Field Service Team Leaders, Technicians and staff to support ongoing territorial needs and ensure customer satisfaction. Ability to maintain a calm demeanour in high pressure and stressful situations. Ability to work collaboratively across business, product, and operational functions. Expert level competencies with our Field Service process, systems, and product engagements. Energetic personality with the drive for continuous improvement in their team. Ability to communicate effectively/succinctly in written and verbal means both internally and externally. Flexible and able to obtain results with limited resources. Ability to lead change, coach and mentor employees and teams. Effective in driving change, standardization, and team enthusiasm. Ability to resolve conflict quickly and equitably both with customers and internal service teams. Ability to work collaboratively across service functions and engagements. Ability to articulate service business strategy and service as a primary communications piece for service-related engagements. Knowledgeable of print industry trends, customer needs and competitive positioning. Ability to prioritize and understand impacts and needs of our customers. Experience with managing a large and diverse organization. Strategic thinker who strives for continuous improvement. Ability to manage expenses, travel and service system data requirements in an ethical and expeditious manner.   Desired Requirements: BS degree or equivalent experience in related field. Potential for 30% territorial and regional travel to support customer engagements, escalations, and product development meetings. Maintenance of a clean and safe driving record. 8 to 10 years of experience in field service supervisor or managerial role. Strong to expert knowledge of our service systems, processes, and engagements. Strong business acumen and team management skill set