Position: Service Team Leader
Reporting to: Service Manager
Direct Reports: 4
Role Overview: This individual will be providing leadership support to the Service Engineer team. This position is a multi-disciplined role requiring a wide range of skills, along with extensive travel UK and Overseas, to support activities such as:
· Provide first line technical support and training for Fortress customers throughout the UK and EMEA region
· Set up, installation, repair and maintenance of equipment in the field.
· Dealing with urgent customer requests and complaints in a timely manner.
· Provide customer training and project support as required.
· Responsible for meeting project demands and driving customer satisfaction.
· Document all activities and submit paperwork in a timely manner.
· Assess equipment performance base don field support data; recommend modifications or improvements.
· Provide leadership, developmental training, guidance and support to the Service Engineer team.
The individual will be required to perform all general Service Engineer activities along with the higher-level Team Leader responsibilities.
· Take a leadership role in supporting Service engineers during their active site visits.
· Complete postmortem reviews of engineer site visits, looking for opportunities for additional engineer training requirements.
· Review and identify reasons for assigned work not being completed during site visits.
· Provide prompt escalation of open customer issues to Service Manager.
· Responsible for completing regular assessment of engineer’s skill levels and adjusting skills matrix as required.
· Build a training plan for each engineer based on the skills matrix.
· Provide the business with regular reports on skills progression and current training requirements.
Report back to Service Manager on engineer requirements for tools, hardware and software.
· Constantly review and adjust what parts are carried in Engineer’s van stock to increase first time fix rate.
· Ensure that regular Engineer van stock takes are completed to ensure CRM data is correct.
Support Engineers in correcting any stock level errors that are discovered.
· Regularly review and assess Engineers submitted field paperwork to ensure a high level of accuracy and detail in every report.
· Work with Engineers to improve the quality of submitted paperwork where applicable.
· Ensure that the required level of equipment data is collected during every engineer site visit.
· Monitor and ensure that the equipment data collected by Engineers is recorded correctly on the company network.
· Ensure that Engineers are completing the correct level of preparation prior to each site visit to ensure aims can be achieved.
· Lead the weekly Service Engineer meeting, ensuring that the correct level of information is shared within the team.
· Take an active role in Fortress departmental meetings as applicable, ensure that the correct level of service information and data is available to support discussion as required.
Represent the Service team as required in the absence of the Service Manager.
· Take an active role in the selection process for new Service Engineers.
· Actively mentor any new Engineers during their first year with the business.
· Build and lead the training plan for new Service Engineers.
Ensure the skills matrix is reviewed on a monthly basis for the first year.
Personal attributes - the jobholder will need to demonstrate:
· Passion for service.
· Proactive and show initiative.
· Keen leadership qualities.
· Confidentiality and integrity.
· Ability to work as part of the team as well as independently to resolve customer issues.
· A methodical approach to problem solving and trouble shooting.
· Flexibility and the ability to respond well.
· Ability to positively influence and build effective relationships.
· A personable approach with the ability to communicate at all levels.
· Reliability – on time and well prepared.
· self-motivation and energy.
· strong planning and organisation skills.
· working well on own, supporting Service Manager, supporting Service Engineers, and as part of the Service and wider organisational team.
· a meticulous approach and a high level of accuracy, demonstrating strong attention to detail.
Expectations:
· Clean UK driving license.
· Frequent travel throughout the UK and EMEA region.
· Providing telephone/Teams support to Service Engineers (evenings and weekends as needed) outside of standard working hours.
Specific Skills
· Supervisory/Team Leader experience (desirable).
· Food/Packaging industry understanding (preferred).
· Technical aptitude and commercial acumen.
· Ability to manage end-to-end projects.
· Microsoft Suite (Outlook, Word, Excel, Teams etc.).
Working Hours & Benefits
· Working Monday to Friday, 8.45am to 4.45pm (flexible to suit the demands of the role – see Expectations above)
· 25 days annual leave plus bank holidays
· Company Van (Toyota ProAce City).
· Extensive onboarding training – sales skills, technical and commercial
· Ongoing training as required
· Career progression opportunities within an international organisation operating globally
· Personal development programme
· Company Pension (you 5% / Fortress 3%)
· Eyecare scheme
· Cycle to work scheme
· Fortress Hub – giving employees access to discount vouchers for high street stores, entertainment, holidays, and gym memberships
· Employee Assistance Program, which provides weekly information and webinars, and gives access to
confidential, independent and impartial support for all employees.
Pay: £42,000.00 per year
Benefits:
- Canteen
- Company car
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Work Location: Remote
