Start Date: asap
The Field Service Manager (FSM) is an important leadership position for CWSI in each region. The role reports to the Group Director of Engineering but is a member of the local country leadership team and leads the day-to-day activities of the in-country engineering team and manages customer experience.
Lead and inspire a team of engineers, consultants and in time a developer team (~15 direct reports). Responsible for recruitment, day to day management and annual performance reviews.
Enables the team to achieve objectives by coaching/mentoring and standardising their approach, planning for their coaching interactions and communicating expectations, providing constructive feedback.
Ensures the quality of the delivery and liaises with customers to ensure customer satisfaction. Coach the team on customer interaction and champion a service mentality.
Oversees the scheduling of the team and maximises the utilisation of the team by coordinating with peers in other regions.
Manage any customer escalations and ensure, where possible, that all projects are delivered on time and on budget.
Listen for new sales opportunities in customers and pass these leads to the sales team.
Report to the business on utilisation, profitability, project status and customer satisfaction.
Manages the personal development plan for each of the team under the direction of the Director of Engineering. Look for opportunities to develop new technical skills within the team, ensure that the team are prepared for industry changes and trends.
Sponsors innovation in the team and looks for opportunity to try new ways to efficiently deliver on customer requirements.
Actively sponsors and engages with local technology and business partners (eg Microsoft, SentinelOne etc).
Provides feedback and input into new products and services being developed by the Office of the CTO.
- 2-3 Years people leadership experience (Ideally leading technical people)
- A customer focused attitude and ‘can-do’ service mentality
- Proven project management or escalation management skills
- Strong communication skills
Key Personal Attributes
- Humble but hungry for growth and opportunity
- Service oriented
- Commercially savvy
- Analytical, detail oriented and outcomes focused
- Willing to travel (primarily BeNeLux)