Service Delivery Manager / Field Service Manager

Job Summary

We are looking for a Service Delivery Manager who will play a crucial role in ensuring the efficient and high-quality execution of field activities. In this role, you will lead a team of 6-10 Service Engineers. This position requires a proactive leader with strong technical knowledge, excellent communication skills, and a focus on continuous improvement and customer satisfaction. You will report to the Customer Service Operation Director.

What you will do

As our Service Delivery Manager you will;

• Supervise Field Force Activities: Ensure all field activities are done to high standards, following procedures, safety standards, and regulations. Make sure assignments are efficiently managed to satisfy customers.
• Support Issue Resolution: Help Field Service Engineers (FSE) resolve issues quickly and permanently by following the PSM methodology and IR escalation process. Communicate regularly with stakeholders about issue status and next steps. Act as Issue Driver when needed.
• Apply Global Standards: Ensure consistent use of global standards, processes, and tools for service delivery. Conduct regular audits and follow up with improvement plans.
• Analyze Feedback: Review customer and account team feedback, and drive action plans to improve customer satisfaction.
• Complete Technical Reports: Ensure timely and high-quality completion of technical reports.
• Manage Field Force Team: Develop and manage the field force team according to global HR processes. Identify potential candidates for promotions and career development.
• Develop Competence Plans: Create and execute competence development and certification plans for the field force. Provide input for capacity and competence development in market area planning.
• Collaborate with Account Teams: Work with account teams to ensure service delivery meets expectations of both the account team and customer stakeholders.

We believe you have

• Experience: Minimum of 5 years of experience as a Service Engineer or in a front-line customer-facing role.
• Team Management: Preferred experience in managing and leading teams.
• Technical Knowledge: Strong technical expertise in processing equipment.
• Productivity and Improvement: Proven focus on enhancing productivity and driving continuous improvement initiatives.
• Maintenance and Reliability: Solid understanding of maintenance and reliability concepts.
• Leadership Skills: Demonstrated ability to lead and drive change, collaborate effectively with teams, and engage stakeholders.