Field Service Manager - South East

Since its entry into the material handling industry in the 1960s Crown Equipment Corporation has earned a reputation for exceptional product design engineering and manufacturing of its awardwinning line of electric lift trucks. From our smallest pallet truck to our highest lifting VNA truck our goal is to always provide the user with the safest most efficient and ergonomic forklift truck possible. Crown supports customers with a wide selection of electric forklift trucks ranging from pallet trucks to very narrowaisle VNA trucks.

Our brand promise is:

Crown designs manufactures distributes services and supports material handling products that provide customers with superior value.

Quality and performance are the foundation of Crowns success. Since our inception our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make.

Crowns headquarters manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.

Responsible for handling a team of highly skilled service engineers. With the primary responsibility for enhancing the quality of services that are being provided to our customers.

Management and continuous improvement of Field Service activities in line with company objectives.

Strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Crown and its customers.

ResourceManagement

• Review Engineer performance with the Regional Service Manager.
• Schedule weekly review meetings with FSE/STLs.
• Review engineer headcount requirements on amonthly basis.

Profit and Loss

• Monitor costs and revenue within the servicearea.
• Full Maintenance Contracts analysis on amonthly basis review worst 20 of performers and formulate action plan.
• Monitor internal costs.
• Warranty Claims reviewed and monitored for the respective area.
• Ensure all claims are reviewed prior tosubmission and are processed within set timescales. Monitor rejections and manage forcontinuous improvement.
• Manage invoice queries in a timely manner.

OperationalEfficiency

• Target to have all due PMs in the monthcomplete and achieved within targeted PM times.
• Maximise First Time Fix by liaising withParts Manager / Training Manager and Warranty / Service Support Supervisor.
• Maximise Jobs per Day by reducing travel and ensuring appropriate headcount and training are in place.
• Target to grow chargeable revenues by 10 per annum.
• Ensure 100 of rejected estimates arefollowed up along with STS.
• Measure and control internal service costs.
• Ensure all Thorough Examinations arecompleted on time (Rental Demos).

CustomerRelations

• Maintain adherence to agreed Service Level Agreements.
• Liaise with National Contract Managers to ensure customer expectations are met.
• Follow up on customer complaints and ensure root causes and corrective actions are identified and implemented as required.

ServiceReviews

• Plan and complete regular reviews of key customer accounts.

Reporting/ Administration

• Manage and review Infolink accounts.
• Establish strong reporting routines for your direct reports.

Safety andRisk Management

• Promote a safe workplace for all by youractions.
• Ensure regular checks of tools are maintainedand recorded.
• Reduce incidents at work by establishing rootcauses.
• Ensure FSMs fulfil their responsibilities infollowing up incidents and accidents.
• Ensure product incidences / issues arereported promptly.

Essential Skills:

• Proven track record of the management of remote working teams
• People management systems and processes
• Customer service standards
• Excellent communication skills ability to influence and use diplomacy with clients and colleagues
• To ensure effective written and verbal communication of all critical corporate and operational issues within the region.
• Ability to interpret statistical data to identify trends and present findings.
• Training and mentoring of Engineers/staff.
• Educated with an ability to achieve a grade C in English and maths at GCSE.
• Commitment to continuing personal and professional development.
• Excellent organisational skills resourceful and solution driven.
• A high standard of accuracy and attention to detail.
• Ability to multitask prioritising workloads to work to tight deadlines.
• Consultation and negotiation skills.
• Flexibility to cope with diverse needs of the post.
• Highly motivated and possessing a resilience to work under pressure.
• Positive personable and optimistic with a can do attitude.
• Full UK driving licence.

DesirableSkills:

• Recent and relevant experience of working in the forklift truck service environment but not essential.
• Engineeringqualification.

Hours of Work:

Monday toFriday 8 hours per day.

CompanyVehicle:

A company car and fuel card are provided with the option for private use (subject to tax regulations)

Holidays:

25 daysholiday.

Pension:

Companypension plan.

At Crown we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact throughout Crowns history more than 1000 employees have reached a 25year milestone and we are proud to have travelled their career paths with them.

From employee training and development to competitive compensation packages we invest in our employees knowing that people are always at the core of what moves us forward.

In addition to financial remuneration and participation we our offer our employees various social benefits including but not limited to:

• Company car plus fuel card private use of company vehicle (subject to tax regulations)
• Company pension plan.
• 25 days annual leave plus bank holidays.
• Excellent discount scheme with access to the best perks from some of the UKs biggest brands.
• Employee assistance programme.