POSITION PURPOSE

To Manage The Field Service Team Within The Given Region, Focusing On The Provision Of Exceptional Service To Our Customer Base And Ensuring Service Performance Targets Relating To Customer Service, Efficiency And Commercial Is Reached

• Management of the Field Service Team and coordinate activities with the wider channel service team, ensuring proactive and efficient support is in place for all product lines.
• To support and develop field engineer team in core technical competency, also key areas of service efficiency, customer experience and commercial, in line with existing and future policies.
• To co-ordinate both field team and Product Specialists to swift resolution on field escalations, minimizing downtime, while managing the customer experience.
• Drive change throughout the field teams in line with group and local standards aimed at increasing customer satisfaction and service efficiency.
• To actively manage relationships with key customer accounts, ensuring improved customer loyalty and long-term profitability.
• Driving service profitability through field efficiency, lead generation and contract sales.
  
  

Duties And Responsibilities

• Management of the Field Service Team and coordinate field activities with the Technical Support Team.
• Responsible for the delivery of all aspects of field service, working in conjunction with other Field Service Managers and the Technical Support Team to deliver proactive service delivery within the given region of responsibility.
• Overall responsibility in the installation process to ensure that customer expectations and objectives are met or exceeded.
• Ensure that assigned personnel complete and submit all required paperwork and reports accurately and on time.
• Ensure field team complies with all Health & Safety requirements, ensuring compliance with SHE and ISO standards, in line with Domino policy and individual customer site requirements.
• To support and develop field engineer team in core technical competency, also key areas of service efficiency, customer experience and commercial.
• Manage and supervise the Field Service team. Review, analyze and improve engineer performance using the Service Management System and best practice reporting. Conducting formal appraisals and setting objectives for all assigned personnel.
• Develop the technical capability of engineers in line with current installed base needs and sales expansion strategies; complex electro-mechanical, software and IT integration and support.
• Provide effective guidance and coaching to field technicians, set appropriate expectation levels and inspire team to perform to their maximum potential, delivering a differentiated level of customer service.
• Audit field engineers’ activity through the On-Site Protocol ride-along review process, verifying that all repair, installation, and maintenance activity is performed in a timely and professional manner, and in accordance with established policies and procedures.
• Develop annual Field Service Team training plans and maintain staff training records.
• To co-ordinate both field team and Product Specialists to swift resolution on field escalations, minimizing downtime, while managing the customer experience.
• Ensure engineers are recognizing and notifying on escalated issues in the field, as defined within policy. Swift co-ordination of internal service teams to support engineers in delivering solutions to complex issues on customer site.
• Ensuring customers are appropriately communicated with and supported throughout the escalation period, until a satisfactory resolution has been provided.
• Ensure that technical briefing notes and other group communications are distributed and understood by team members.
• Ensure that technical and customer management capability amongst the team is continually improving, with feedback from escalated issues fed-back to those involved and the wider team to encourage a continuous learning culture.
• Drive change throughout the field teams in line with group and local standards aimed at increasing customer satisfaction and service efficiency.
• Manage Service efficiency roll-out programs to align with the Group goals and objectives to maximize team performance.
• Act as a champion and assume leadership for change initiatives that impact the field team, with ongoing coaching and support to ensure all policies and initiatives are embedded into service culture.
• Through active coaching ensure the adoption of best practice processes and behaviors that foster a customer service focused organization.
• While implementing changes and strategies from group/channel that drive service efficiency, identify areas for improvement and develop proposals to management that support the delivery of enhanced operational performance.
• To actively manage relationships with key customer accounts, ensuring improved customer loyalty and long-term profitability.
• Acting as a brand figurehead for Domino through professional customer interactions. While acting as the key Domino point of contact with all customers, develop particular trusted advisor relationships with select category A/B customer key accounts.
• Deliver or co-ordinate the delivery of value adding services as part of local Key Account Management initiatives.
• Driving service profitability through field efficiency, lead generation and contract sales.
• Have experience in managing a P&L, understanding the underlying drivers for a profitable service business. Budget responsibility and control exercised over team subsistence, overtime, travel and training costs.
• Embrace the concept of servitisation and play a leading role in how service delivers added customer value, driving the growth in newly created service products.
• Successfully implementing initiatives to drive efficiency and profitability; internal efficiency e.g., warranty leakage, fix rates, inventory and utilization, and commercially focused initiatives e.g., contract coverage, lead generation, sales support. Responsibility for delivering regional and channel revenue targets.
• Coach and support the field team in becoming more commercially aware and capable of identifying and creating sales leads. Implementing incentive schemes and driving adoption amongst the engineer community.
• Other duties as advised by Domino Service Management.
• Consistently represent Domino’s philosophies and standards during interactions with the service team, customers, and co-workers, to portray a positive image and enhance the Company’s reputation.
  
  

Knowledge, Training & Experience

• Engineering or technical qualification
• Commercial or business qualification desirable
• Full driving license
  
  

Skills

• Motivational leadership
• Management and communication
• Relationship building
• Change management and entrepreneurship
• Planning and organization
• IT – MS Office, ServiceMax or equivalent SMS
  
  

Experience

• Previous customer facing field management in a technical environment
• Successful delivery of organizational, process and cultural change
• Driving a service organization as a successful profit center
• Managing, tracking and measuring staff performance.
  
  

Characteristics

• Exceptional customer service attitude
• Ability to work in a diverse, fast-paced and high-intensity environment
• Strong commercial awareness
• A desire to deliver continuous improvement
  
  

Other Requirements

• Language – English – business level written and verbal
• Ability to travel regularly