Head of Field Service

Summary

As a Head of Field Service, you will be responsible for efficient and high-quality delivery of maintenance services at our customer sites. You will lead a team of skilled field service professionals, promoting health and safety standards and ensuring seamless field service operations exceeding customers’ expectations.

Job Responsibilities

• Lead and supervise a team of field service engineers, fostering a collaborative and productive environment
• Calculate and manage the field service budget (cost center and hourly rate and coverage difference)
• Providing necessary data to back office for elaborating Service Quotations
• Analyse and optimize the utilization of field service engineers to ensure high productivity
• Ensure compliance with EHS standards and regulations to maintain a safe working environment, and promote safety attitude throughout the field service team
• Manage resource allocation and plan service tasks to ensure timely and high-quality job completion
• Interact with customers to address inquiries, resolve conflicts, and dispatch service requests
• Responsible for the continuous development and upskilling of field service engineers accordingly
• Support internal stakeholders, and related departments, with technical and field service operations knowledge
• Act as a liaison between field service engineers and the back-office team, ensuring efficient and clear communication
• Promote continuous improvement initiatives in field service operations
• Ensure Field Service operations is in line with all process guidelines and tools

Qualifications

• Bachelor’s degree in engineering, Business Administration, or a related field or equivalent education through other educational paths
• Previous work experience as a field service engineer in the manufacturing industry. Technical understanding for machinery and plants in manufacturing industries
• Understanding of safety regulations and practices relevant to field service operations
• Experience in a leadership role within a field service or manufacturing environment. Strong leadership and team management skills with the ability to motivate and support a team of technicians and to foster team spirit
• Excellent communication skills; strong conflict management. Fluent in local language and English
• Proficiency in using field service management software and tools for scheduling, reporting, and resource allocation
• Strong customer centricity and focus. Strong decision-making and problem-solving skills