To provide effective management and leadership for UK Field activities involving multiple technical and administrative disciplines. Ensure all customer SLA’s are met and exceeded through effective service delivery and maintenance of equipment throughout the South West region. Provide operational direction in the development and implementation of product line training to both internal and external clients within the South West region.
 Duties: Manage the UK Service business within the South West RegionResponsible for all deliverables and meeting the SLAs and KPIs for the South West Service contractsOrganizes, allocates resources, and manages the internal and external multidisciplinary teams and customer relationshipsNegotiates and reaches agreement with customer or end user (internal or external to company) on all contractual requirements including deliverables/service, scope, time, cost and quality.Prepares detailed Monthly Management Review and presents to senior managementDevelops and uses control methods and reporting for forecasting, identifying, monitoring and resolving variances in scope, cost, time and quality.Ensure compliance with Company policies for Ethics, Health, Environment and Safety.Regularly reports progress on the contracts identifying variance against agreed baseline with risk and opportunity considered.Manage service parts end-of-life processReport monthly service KPI’sCapture all COPQ information and work with Ops and P&T to improve reliability of productsParticipate in service bids when requiredProvides strategic direction in the development and implementation of product line training to both internal and external clients.Generate additional revenue and sales through Service LeadsDrive Service Safety culturePoint of escalation for all service issues/problems for released/supported products/manage customer relationshipsCapture COPQ and feedback with metrics to the quality team and T&PDOwner of visual management metrics for the South West service businessEscalation for outstanding technical issues and responsible for driving customer satisfactionLead recruitment activities of staff to include interviewing, selection, hiring, and salary negotiation.Coach, develop, retain, review and recommend corrective action for employees.Strong organizational skills & self-discipline to work independently with limited supervision.Participates as a member of the Service Operations Management Team concerned with strategic growth of the business overall.Work with Global Operations/Quality and T&PD on product reliability and COPQ improvements on all equipment installed within the South West regionResponsible for the budget (P&L) within the South WestReport and manage PM’s/CM’s and field service KPI’s for the South West regionDrive improvements in COPQ and use metrics to demonstrate improvements.The ability and motivation to persistently pursue and achieve effective results which drive the business forward.Effectively lead and manage the performance of people by being a role model to others, monitoring progress on objectives and behaviours and coaching others for success.Make effective, timely decisions in a complex, global market by sourcing and analysing critical information. Understanding and recognition of the organisations commercial environment and positioning themselves, their role and their actions in order to support the organisations commercial success.Engage, challenge and work effectively with others.Build an effective network of relationships both internally and externally, understanding their customers’ needs.Willing and able to identify and support change and continuous improvement in own and wider business environment.
