Field Service Manager

As a Field Service Manager, you will be managing a team of around 20 people, across Belgium.  You will be expected to take on a wide range of tasks and responsibilities. This means that you will be responsible for the following tasks:

• Daily operations: 
  - ensuring efficient service delivery. Your goal is to ensure that your team strives for "first time fix," solving technical problems in one visit;. 
  - managing planning and leave requests of the service team to ensure that operational continuity is maintained;
  - analyzing  reports to ensure that all operational objectives are met;
  - ensuring that the team has all necessary resources to successfully perform their job;
  - supporting escalations and complaint handling, including taking improvement initiatives
• Participation in the development of the departmental strategy with internal stakeholders, both local and international:
  - roll out strategic initiatives and KPIs within Field Service;
  - initiate improvement projects around service quality, customer satisfaction and efficiency
  - drafting and refining work instructions, process descriptions and reports;- advising on productivity, service quality and adherence to SLAs/NPS targets;
  - represent Field Service within specific internal projects
• Maintain technical/commercial contacts with strategic customers and propose additional services to improve customer satisfaction

• You dispose of a solid, proven experience (5-10 years) in managing technicians and team leads within a B2B technical field service environment;
• You have a good technical background; you need to understand the overall way of working of technical (service) teams, without becoming a product specialist;
• Knowledge of engineering and/or technical and facility maintenance services are a plus;
• You are familiar with KPI development, process optimization and customer-oriented work;
• You are a strong people-manager, able to effectively communicate with, motivate and guide your team, and collaborate with other internal and external stakeholders;
• You are hands-on, take initiative and are able to manage projects and operational processes with little hierarchical guidance;
• You speak both Dutch and French fluently

Our Client, a trusted brand & global player with over 80 years of history and knowledge is seeking a temporary replacement for their Field Service Manager for at least 6 months. This position is critical to maintaining our Client’s high quality of service and effectively managing their team of service technicians.

You will report to the International Director Field Service, based abroad, who visits the Belgian affiliate on a regular basis .  

A full-time Interim Management assignment of at least 6 months (potentially to be  extended, and with a potential conversion into a long term assignment) in an organization at the forefront of sustainable innovations.