Regional Service Manager- Central region
Kohler
- Cheltenham, Gloucestershire
- £48,000 per year
- Permanent
- Full-time
- Provide leadership, direction and management support for a team of Field Service Technicians, within the South East of England
- Provide structured, regular effective feedback and communication channels to allow two way transfer of information up and down the business
- Create a successful talent pipeline by encouraging and developing potential in others
- Actively build productive relationships with other disciplines such as our sales teams and New Product Development
- Work closely with the Commercial Service Manager and Sales teams to deliver our service and commercial service strategy
- Evaluate performance data, KPI metrics and business compliance, focusing on driving continuous business improvement.
- Conduct career management and development reviews setting stretching targets to drive measurable improvements
- Manage and ensure delivery of process, technical and product specific training to FSTs.
- Liaise with the Customer Service Training Manager to ensure that their teams are fully trained on current processes and they have all the relevant information for any new product launch
- Identify and implement process and behavioural improvements amongst the field service teams that will drive efficiencies and business growth
- Champion service excellence and technical standards, putting the customer at the heart of all decision making, acting as a senior representative for the business, meeting with key stakeholders to provide service solutions and updates
- Work closely with the planning teams to ensure service delivery targets and service levels agreements are achieved with action plans in place to address shortfalls or concerns.
- Be responsible for monitoring Customer Satisfaction within their team that will drive the business NPS score forward
- Have the ability to create and deliver business updates to a variety of different audiences
- Accountable for Health and Safety compliance and responsible for conducting field based audits
- Control financial budget within your cost centre, looking at implementing cost saving exercises where applicable
- Conduct regular vehicle stock audits ensuring process compliance of van stocks
- Experience of managing a remote, directly employed team within field service, undertaking installations and ideally repairs
- Significant customer service and product support experience
- Data driven and IT literate
- Able to travel, with 1-2 nights away per week
- Good communication skills over all media.
- Good organisational skills
- Full UK Drivers license and eligible to work in the UK
Learn more about us, our brands and career opportunities atNote for Recruitment Agencies - the Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.#LI-Hybrid
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