Regional Field Service Manager

*Scope and Authority
• With over 6,800 employees in 36 countries worldwide, Marel is an international supplier of integrated systems, software and service for the fish, meat, and poultry industry to advance food processing. Our vision is of a world where quality food is produced sustainably and affordably.

We are looking for The Regional Field Service Manager, this role is responsible for creating, developing and managing field service teams for the region that are fully capable of fulfilling customer demand for field service activities and will ensure:
• Continuous service demand planning of new installations, planned maintenance and repairs with relevant actions and measures to secure capacity and capabilities in timely manner, by building up optimal resource and technical competence in the Region
• Planning and scheduling of field service engineers is accurate and effective in meeting customer needs with high utilization of the field service workforce across the Region
• Escalations are managed from planning and field service teams, where service delivery is compromised and will mitigate the impact towards the customer, by effective and timely communications, internally and externally.
• Follow Regional strategies that lead to the achievement of successful Customer experience targets
• Fast and accurate reporting and administration of field service jobs, to ensure timely invoicing, correct cost allocation, correct fault statistics and feedback for product and service improvements
• The Regional Field Service Manager will be a member of the Regional Leadership Team for Service and will expected to attend and contribute to the success of the team's objectives
• Main Tasks
• - Determine schedules, and assignments for work activities, based on work priority, quantity of equipment and skill of personnel
• Monitor employees' work levels and review work performance by KPI benchmarking
• Analyse information to determine needs for successfully planned installations, services, or repairs and continuously manage an overview of the possible gaps
• Be responsible for Health and Safety worker training, for site and working on Marel machinery
• Investigate and or assist Health and Safety Executive (HSE) with accidents and injuries, and prepare and escalate reports of findings
• Occasionally accompany the Field Service Engineers and or Field Service Managers on customer site.
• Mentor employees on work-related issues and encourage employees to improve skill deficiencies to ensure employee job satisfaction
• Hold local team communication meetings
• Initiate personnel actions, such as hires, promotions, transfers, discharges, and disciplinary measures when required and conduct regular appraisals and performance meetings with next in line employees
• Monitor Service Engineers tools, test equipment and van stocks, as well as condition / maintenance of company car and other property assigned, to ensure optimum availability and professional appearance in front of the customer
• Develop, implement, and evaluate maintenance policies and procedures in line with global standards and guidelines
• Ensures that all Installations, Planned maintenance, Repairs, Emergency Support and special projects executed by the service teams, and are delivered on time and within budget
• Lead field service management meetings and set directions, goals and strategy for the operation.
• Participate in Global field service management team meetings
• Act as a management representative when visiting Customers premises, and dealing with such relations in a professional and correct manner
• Seek support from
and escalate as necessary, according to defined process and time
• Align with Innovation on new products introduced to the market and ensure skills requirements are met in the market
• Is expected to travel frequently as required by the business
• Skills and Abilities
• - Leadership, management and motivation of people, gaining commitment from both internal and external colleagues
• Ability to quickly familiarize oneself with the company's installed base in the region and relevant technology and turn it into solid knowledge
• Ability to quickly familiarize oneself with the company's products and processes
• Knowledge of principles and processes for providing high quality field service to customers. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to execute agreed tasks and deadlines against performance criteria (KPI)
• Analytic as well as results driven and goal oriented personality
• Strategic thinker, able to crystallize concepts into real strategy
• Ability to make decisions and meet deadlines
• Excellent communication and stakeholder management skills
• Education, Knowledge, and Experience
• - Bachelor or Master's degree in Engineering or equivalent work experience
• Excellent written and spoken English
• Resource and business management training
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