Field Service Manager

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Reporting to the Head of Field Service, the role of the Service Manager (Scotland) has two dimensions; firstly to ensure that we provide high quality, profitable service support to our customers and secondly, to lead and motivate a team of Customer Service Engineers (CSE’s) to ensure they are giving the very best customer service possible. The ideal candidate will be based in the Scotland Central belt or surrounding area.

The customer support must be of a standard and quality which differentiates Siemens from the competition, achieved by developing strong relationships, building confidence and trust.

The management of CSE’s requires studious planning to ensure that we maximise their efficiency and availability, meeting targets on response and fix times, whilst remaining within the agreed costs.

• Edinburgh City
  - United Kingdom
• Falkirk
  - United Kingdom
• Glasgow City
  - United Kingdom
• Stirling
  - United Kingdom

• Maintain the highest customer satisfaction concurrent with running a profitable service business, by developing strong relationships and communication channels with our customers.
• Look for opportunities to maximise service revenue within the region through conversion of IM/CP customers equipment from warranty to service contract and for the re-newels of these service contracts, to maximise contract uptake within the region.
• Monitor the level of customer satisfaction at regular intervals. Respond to customers' queries and complaints. Ensure that, when necessary, corrective action is taken, root causes are determined and eliminated where possible.
• Effective management and escalation of unresolved customer technical problems.
• Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance.
• Line management responsibility for all CSE's within region, including performance management, recruitment, development, reward and Health & Safety, in line with the Management Standards and in compliance with the relevant HR policies.
• In conjunction with the Customer Care Centre, ensure effective co-ordination of CSE's ensuring that the team meets it commitments and contractual obligations to customers (ie Response Times, Fix Times, Customer Care Centre targets, etc).
• Ensure our Customer Service Engineers have the right balance of training to ensure that we cover the installed base within the region.
• Motivate and develop our Customer Service Engineers to provide the best service support, encouraging them to develop excellent communication skills.

To apply for this role, you must have excellent customer service skills in developing strong relationships and building confidence and trust. You must also:

• Be able to meet targets on response and fix times
• Have strong stakeholder management skills, both internal and external
• Have the ability to lead a diverse team of engineers
• Have experience managing budgets or financial activity
• You must hold a full UK driving license

• 26 days' holiday (with the option to buy up to 10 additional days, and sell up to
  5)
• Company vehicle
• Up to 10% employer pension contribution
• Share and bonus scheme
• Access to our flexible benefits from private medical insurance to dental cover
• Corporate Social Responsibility opportunities including 2 paid volunteering days per year and support from our 24/7 employee assistance programme

We are a team of more than 71,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for…