5-7 years of experience in Field Service Management, preferably in the food industry.
Degree in Mechanical or Electrical Engineering or equivalent experience.
Strong leadership and team management skills.
Excellent communication skills in English, both written and spoken.
Experience with resource management and stakeholder engagement.
Responsibilities
Lead and develop a field service team to meet customer demands.
Ensure disciplined execution of service processes and effective use of IT tools.
Monitor and analyze employee performance through KPI benchmarking.
Manage health and safety training and compliance for field service technicians.
Oversee timely reporting and administration of field service jobs.
Benefits
Opportunities for professional development and training.
Supportive team environment with a focus on employee satisfaction.
Travel opportunities to engage directly with customers.
Participation in strategic field service management meetings.
Full Job Description
Scope & Authority The Manager Field Service is responsible for a field service team that is fully capable of fulfilling customer demand for field service activities. • Processes for service execution are followed in disciplined and effective way. • IT tools are used as designed. • Skill matrix is always accurate and updated in line with governance. • Short and long term development plan for the team to ensure that capacity and capabilities are in line with the installed base and future demand. • Continuous assessment and development of field service technicians competences, skill sets and behaviour. • Escalations are managed correctly from the field service team, where service delivery is compromised and will mitigate the impact towards the customer, by effective and timely communications, internally and externally. • Fast and accurate reporting and administration of field service jobs, to ensure timely invoicing, correct cost allocation, correct fault statistics and feedback for product and service improvements Main Tasks • Monitor employees' work levels and review work performance by KPI benchmarking. • Ensures that all Installations, Planned maintenance, Repairs, Emergency Support and special projects executed by the service teams, are delivered on time and within budget and that the reporting is completed. • Analyse information to determine needs for successfully planned installations, services, or repairs. • Continuously manage and monitor skills matrix, knowledge and experience to identify gaps. • Responsible for Health and Safety worker training, for site and working on Marel equipment. • Investigate and or assist Health and Safety Executive (HSE) with accidents and injuries and prepare and escalate reports of findings. • Continuously follow up on process and system implementation to ensure that policies are followed. • Occasionally accompany the Field Service Engineers on customer site. • Mentor employees on work-related issues and encourage employees to improve skill deficiencies to ensure employee job satisfaction. • Hold team communication meetings. • Initiate personnel actions, such as hires, promotions, transfers, discharges, and disciplinary measures when required and conduct regular appraisals and performance meetings with next in line employees. • Monitor Service Engineers tools, test equipment, as well as condition / maintenance of company car and other property assigned, to ensure optimum availability and professional appearance in front of the customer. • Participate in field service management meetings and support field service managers in setting directions, goals and strategy for the operation. • Act as a management representative when visiting Customers premises and dealing with such relations in a professional manner. • Monitor new products introduced to the market and ensure skills requirements are met in the market.
Is expected to travel frequently as required by the business.
Skills and Abilities • Leadership, management and motivation of people, gaining commitment from both internal and external colleagues. • Ability to quickly familiarize oneself with the company's installed base and relevant technology and turn it into solid knowledge. • Ability to quickly familiarize oneself with the company's products and processes. • Knowledge of principles and processes for providing high-quality field service to customers. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Ability to execute agreed tasks and deadlines against performance criteria (KPI). • Ability to make decisions and meet deadlines. • Stakeholder management.
Education, Knowledge, and Experience • Degree in Mechanical or Electrical Engineering from a technical college or similar, or relevant work experience. • Excellent written and spoken English. • Resource management training preferred. • Former team leader, excellent communicator, comfortable in dealing with customer's management. • Professional experience in Field Service Management within the equipment/Software manufacturing sector and/or similar industries. Food industry preferable.
About JBT Food Tech
JBT FoodTech is a subsidiary of JBT Corporation, a leading global technology solutions provider to high-value segments of the food and beverage industry. JBT FoodTech designs, manufactures, and services technologically sophisticated food processing systems for the preparation of meat, seafood, poultry, dairy, fruit, vegetable, and bakery products. The company's equipment is used in the production of frozen food products, canned foods, and ready-to-eat meals. JBT FoodTech operates in more than 25 countries and has a customer base that includes multinational food processing companies, small and medium-sized enterprises, and government agencies. The company was founded in 1884 as the John Bean Spray Pump Company and is headquartered in Lombard, Illinois.
