Field Service Director

2 weeks ago

Dublin, Dublin City, Ireland beBeeService Full time €60,000 - €70,000
Job Overview

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.

Main Responsibilities
  • Team Leadership & Management:
    • Lead, mentor, and motivate a team of 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 medical 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 medical 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.
  • 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.

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