Field Service Manager

Job Summary: You will collaborate with the Service Operations Manager for scheduling, support decision-making in the field, and work closely with the Group Escalation Manager, Group Project Manager, and technical specialists to ensure customer satisfaction and efficient project execution. Key Responsibilities: Team Leadership & Management: - Lead, mentor, and motivate a team of 16 engineers, ensuring high levels of service delivery. - Oversee the training, development, and performance evaluations of Field engineers. - Foster a positive team environment focused on excellence and continuous improvement. Field Support & Operations: - Collaborate with the Service Operations Manager to support scheduling and optimize engineer deployment based on real-time field situations. - Work with the Group Project Manager to ensure installations of the companys Ultrasound, X-Ray, Fluoro, and CT equipment are planned and completed efficiently. - Provide guidance on complex field issues, assisting with decision-making to ensure timely and efficient resolution of technical problems. - Ensure adherence to all relevant regulatory standards and company policies during service operations. Technical Collaboration: - Work closely with the Group Escalation Manager and technical specialists to resolve escalated issues swiftly and maintain high customer satisfaction. - Provide technical guidance and troubleshooting expertise to engineers for resolving issues with the companys imaging systems. - Liaise with equipment manufacturers and suppliers as necessary to address technical challenges. - Conduct regular team meetings to discuss progress, share updates, address any issues, and foster team collaboration and cohesion. Customer Engagement: - Act as a key point of contact for customer queries related to field service operations and technical issues. - Build and maintain strong relationships with customers, ensuring their needs are met and expectations exceeded. - Conduct customer feedback sessions and implement service improvements based on input. - Lead initiatives to improve customer satisfaction and experience Compliance & Safety: - Ensure all service activities comply with health and safety regulations and medical device standards. - Maintain detailed records of all service activities, ensuring proper documentation of PPM schedules, breakdown repairs, and field decisions. - Conduct risk assessments and corrective actions where necessary. Reporting: - Provide regular updates and reports on field operations, customer satisfaction, and service performance to senior management. - Track key performance indicators (KPIs), including field response times, equipment uptime, and service quality. Key Requirements: Experience: - Proven experience in a technical service management role, preferably within healthcare or medical imaging equipment. - Strong background in managing field engineers across installation, maintenance, and repair services. - Experience working closely with operations, project management, and escalation management teams. Required Competencies: - Leadership: Strong leadership skills to manage and motivate a team of field engineers, fostering a positive and productive work environment. - Communication: Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders. - Problem-Solving: Strong analytical and problem-solving abilities to quickly diagnose and address technical and operational issues. - Customer Focus: Commitment to providing high-quality customer service and support, addressing customer needs and concerns promptly and effectively. - Team Collaboration: Ability to work collaboratively with multidisciplinary teams, fostering a cooperative and supportive environment. - Organisational Skills: Strong organisational and time-management skills to manage multiple tasks, projects, and responsibilities efficiently. - Prioritisation: Ability to prioritise tasks and manage time effectively, ensuring critical issues are addressed promptly while maintaining overall service quality. - Adaptability: Flexibility to adapt to changing situations and priorities, maintaining composure under pressure. - Continuous Improvement: Commitment to continuous learning and improvement, staying updated on the latest advancements in medical equipment and service procedures. - Regulatory Knowledge: Understanding of relevant regulatory and compliance standards in the medical equipment industry. - Financial Acumen: Ability to manage budgets and resources effectively, ensuring cost-efficient service delivery. - Training and Development: Capability to develop and deliver training programs to enhance the skills and knowledge of the engineering team. - Quality Assurance: Attention to detail to ensure all services and installations meet the highest quality and safety standards. Adecco Ireland is acting as an Employment Agency in relation to this vacancy.