Field Service Manager - Impact Handling

As part of Aprolis UK, our people are our most valuable asset, we are proud to recruit and train the very best in the forklift industry. Equipping them with the skills and knowledge necessary to ensure that, no matter what our customers’ need, they can handle it. Our values are:

• Entrepreneurship

• Courage

• Respect

• Friendliness

Impact Handling are actively recruiting for a Field Service Manager to provide an excellent customer experience through well-developed and motivated colleagues.

Job Description

JOB PURPOSE

The Service Manager is responsible for the quality, conformity and deadlines of the work carried out in their area.
They manage the equipment fleet.
They steer the profitability of his/her perimeter.
They manage and supervise itinerant operational teams.

SIGNIFICANT ACTIVITIES

Management

- Supervise the coordination, optimization and control of operations (specific tools, specifications, authorizations, deadlines, prevention plans, etc.)
- Contribute to the planning of external interventions in collaboration with internal stakeholders
- Carry out customer visits (service quality, customer relations, etc.) and report findings to internal and external stakeholders (customer, support teams, sales teams, etc.)
- Ensure compliance with warranty policy, in collaboration with technical management
- Ensure that manufacturers' equipment upgrade programs are implemented
- Ensure the collection of receivables for the business, in collaboration with the support teams

Commercial

- Ensure compliance, application and updating of pricing conditions for customer accounts (hourly rates, travel, additional income, etc.)
- Develop customer loyalty and after-sales sales in your sector (prospecting, customer visits, promotion of offers, portfolio management, etc.)
- Advise and support customers in the management of their equipment, in collaboration with the sales teams
- Draw up, present and negotiate quotations (work, parts supply, etc.) with customers.
- Contribute to the updating of customer files in the business tool and ensure the reliability of information relating to customers within its scope
- Participate in the resolution of customer disputes, in collaboration with internal stakeholders

Security

- Ensure the proper application of national safety policy within its scope (safety meetings, analysis of workplace accidents, prevention plans, etc.)
- Ensure the implementation and monitoring of business authorizations and clearances for the teams within its scope
- Ensure the implementation, follow-up and application of prevention plans for customers within its scope
- Contribute, where necessary, to the maintenance and compliance of premises within its scope (electrical installations, plumbing, cleanliness, etc.)

Management

- Ensure that resources (means, human resources, etc.) are correctly sized on the basis of activity, in collaboration with line management
- Support and monitor the team(s) assigned to him/her (integration, skills development, etc.)
- Participate in the application of HR policy (performance, compensation, etc.) in collaboration with human resources teams
- Manage, monitor and control the working hours and absences of the team(s) assigned to it (hours worked, vacations, calendar, etc.), using business tools where necessary

RESPONSIBILITIES AND SCOPE FOR ACTION

- Guarantees the conformity and quality of interventions and repair lead times
- Guarantees the profitability of its perimeter
- Ensure good relations with planning teams
- Guaranteeing good customer relations and the company's image
- Guaranteeing working conditions and available tools
- Know, apply and strictly enforce health and safety rules (personal protective equipment, procedures, operating modes, authorizations, training, etc.)
- Know, apply and strictly enforce environmental rules (sorting, anti-contamination, etc.)
- Support and ensure the performance of your teams and scope
- Know, apply and enforce internal and external compliance procedures and rules

PROFESSIONAL KNOWLEDGE

Diploma(s) and/or experience(s)

2 to 3 years' higher education in a technical field and/or 5 years' significant experience preferred

Specific knowledge(s)

Technical skill(s)

- General management knowledge
- General commercial knowledge (customer relations, negotiation, etc.) professional in the field technical (mechanical, electrical electrical engineering, hydraulics, etc.)
- General knowledge of IT tools and information systems
- General knowledge of health, safety and environmental regulations
- General knowledge of management
- Intermediate level in English (B1)

Behavioral skill(s)

- Exemplarity
- Rigor
- Active listening
- Interpersonal skills
- Perseverance
- Analytical skills
- Senseof initiative