At a Glance
- Tasks: Lead and develop a team of Field Service Engineers while ensuring excellent customer service.
- Company: Join SWARCO, a leader in smart charging solutions with a focus on innovation.
- Benefits: Competitive salary, company vehicle, 25 days holiday, and professional development opportunities.
- Other info: Dynamic role with regional travel and opportunities for career growth.
- Why this job: Make a real impact by driving service excellence and leading high-performing teams.
- Qualifications: Experience managing field-based engineering teams and strong customer service skills required.
The predicted salary is between 50000 - 65000 £ per year.
Location: UK (Regional Travel Required)
Reporting to: Head of Service
Salary: Competitive + Benefits
Your Challenge
An exciting opportunity has arisen for an experienced Regional Service Manager to join SWARCO and lead our field service operations covering the South East. This is a key leadership role responsible for delivering excellent customer service, driving service revenue and profitability, managing field engineering teams, and ensuring the successful delivery of maintenance, installations and customer support activities. The successful candidate will combine strong operational leadership with excellent customer relationship skills and a passion for developing high-performing teams.
Principle Responsibilities
- Lead and develop a team of Field Service Engineers and Senior Service Engineers within the region.
- Deliver regional service revenue, margin and contract retention targets.
- Ensure the profitable delivery of service, maintenance and installation activities.
- Drive customer satisfaction through high-quality service delivery and effective issue resolution.
- Support regional sales activities and identify opportunities to grow service revenue.
- Ensure all engineers receive appropriate training and development.
- Manage engineer utilisation, productivity, stock control and operational performance.
- Support project delivery teams to ensure successful completion of installation works.
- Ensure compliance with company policies, procedures and Health & Safety requirements.
Key Tasks
- Manage planned and reactive maintenance activities across the region.
- Act as the escalation point for customer complaints and major service issues.
- Work closely with the Service Desk to ensure achievement of contractual service levels.
- Monitor engineer performance, utilisation and first-time fix rates.
- Conduct regular audits of engineer stock, tools, vehicles and working practices.
- Drive continuous improvement initiatives to enhance service delivery and operational efficiency.
- Manage overtime, standby, holiday and sickness administration.
- Build and maintain strong customer relationships through regular engagement and performance reviews.
- Support installation projects, customer training and post-installation activities.
- Monitor regional budgets and identify opportunities to improve profitability and reduce operating costs.
Skills, Qualifications & Experience
Essential
- Previous experience managing field-based engineering or service teams.
- Strong customer service and stakeholder management skills.
- Experience delivering against revenue, margin and operational performance targets.
- Excellent communication and leadership skills.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong organisational and planning skills.
- Experience producing operational reports and performance analysis.
- Good working knowledge of Microsoft Office applications.
- Full UK driving licence.
Desirable
- Experience within Intelligent Transport Systems (ITS), Traffic Management, Parking, Traffic Signals or related technology sectors.
- Engineering or technical background.
- Project management experience.
- Knowledge of service delivery and maintenance contract management.
- Understanding of stock control and field service operations.
What We Offer
As well as providing a competitive salary and benefits package, SWARCO offers: Company vehicle or car allowance, 25 days holiday plus...
Regional Service Manager - Service Engineers in London employer: Swarco Traffic Holding AG
SWARCO is an exceptional employer that prioritises employee development and satisfaction, offering a dynamic work culture where innovation and teamwork thrive. As a Regional Service Manager, you will benefit from competitive remuneration, a company vehicle or car allowance, and 25 days of holiday, all while leading a dedicated team in the fast-paced field of Smart Charging across the South East. With a strong focus on customer service excellence and operational efficiency, SWARCO provides ample opportunities for professional growth and the chance to make a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Service Manager - Service Engineers in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swarco Traffic Holding AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swarco Traffic Holding AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Regional Service Manager - Service Engineers in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swarco Traffic Holding AG:Your cover letter is your chance to shine! Tell us why you want to work at Swarco Traffic Holding AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swarco Traffic Holding AG!
How to prepare for a job interview at Swarco Traffic Holding AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
