Field Service Manager - Service

An excellent opportunity has arisen for a Field Service Manager within our Aftersales support team. The role is one combining management and technical experience to drive quality improvement and onsite excellence for our customers. The ideal candidate will have a respected, positive relationship with all Service and Maintenance Support team members and be highly customer-focused.

• Work alongside the North American Aftersales Manager to run the department with a particular emphasis on the external Engineers.
• Manage and approve the submission process of external Engineer timesheets and expenses.
• Manage the Modine external Engineer absentee/sick process.
• Pricing and negotiation of new customer contracts.
• Deliver 24-hour Service support in line with our contractual obligations.
• Develop and maintain KPIs on Customer Service and Quality.
• Work closely with the Quality department, providing a bridge between the Service and Maintenance Support Engineers and the Quality team with the ability to understand and effectively communicate issues and potential solutions. The candidate will, if required, work alongside the Quality department and assist the roll out changes with the factory. A clear understanding of the Airedale Quality process is a key attribute.
• Technically experienced to act as a key point of contact for our external customers and organize our external Engineers to meet all requirements of our customers under the contract.
• Act as a point of contact between Service and End of Line Test (EOLT) to assist in feedback and technical training of EOLT Engineers. An understanding of the EOLT procedures and process, in addition to the Service and Commissioning process, would be beneficial.
• Built training plans for the internal support staff and provide them with hands-on and site experience.
• Build training plans for new Service Technicians/Apprentices, including regular performance reviews.
• Manage Airedale by Modine Service Technician Apprenticeship Scheme with the DOL.
• Factory build knowledge and experience to guide new starters in how the work should be undertaken and the importance of it being correct and visually right to agreed standards.

• Leadership qualities to drive and motivate a team.
• Display a positive attitude when faced with a challenge.
• Personal drive to raise the standards of the team and company quality.
• Onsite health and safety.
• Organized with a proactive positive personality, and an ability to self-manage.
• In depth product knowledge; Mechanical/Electrical/Controls
• Full, clean driving license
• Excellent written and oral communication skills.
• Universal EPA 608 Certification
• Willingness to learn new skills and assume additional duties.