Field Service Supervisor - North UK

JOB DESCRIPTION

Job Title: Field Service Supervisor

Department: Technical Services

Reports to: Sr. Technical Services
Manager UK & Nordics

Location: UK (Office / Field Based)

Main function of job: (Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required)

The Field Service Supervisor (FSS) is first and foremost a people leadership role, requiring a true desire to want to really know, develop, and motivate the team of Field Engineers to achieving Stryker’s goals.

The FSS will manage a team of wide, remotely based engineers and will be responsible for delivering exceptional service to customers ensuring service levels are being met and customer expectations are being exceeded.

The FSS will use their position to disseminate tasks, to prioritise these accordingly and to facilitate their successful completion across the Field Service Team. The successful candidate will be expected to take responsibility for specific metrics within the department and to make strategic managerial decisions to improve upon these KPI’s. The FSS will also be expected to undertake regular national travel to support engineers and to build relationships with key customers and the internal commercial team. The role is also instrumental in making commercial decisions in growing the service contract revenue.

The FSS will take a leading role in the development and management of key projects and departmental changes, such as technical training, equipment/tooling, CRM software development and implementation. Managers are expected to take full control of their team from a performance management, Q12 and people development standpoint. The FSCS will also form a strong part of the UK & Nordics ProCare Management Team and be expected to report on a regular basis the performance of the associated team.

The successful candidate will be expected to stand in for the Senior Technical Services Manager at meetings representing the department and developing its reputation. European travel to support European technical services teams and International travel to attend training courses may occasionally be required.

As with any role at Stryker, the FSS will be a positive ambassador for the department consistently demonstrating a strong work ethic and exhibiting a desire to own and drive a culture of continuous improvement.

Duties / responsibilities (in order of priority)

Running of Field Service Team

• Build and implement field service delivery capabilities in line with the business strategy
• Distribute work amongst engineers
• Manage resource to ensure coverage of territories
• Assume responsibility for the completion of tasks
• Become the first point of escalation for customer and engineers’ issues
• Production of Field Service Reports to be shared with the business

Implementing Commercial Strategies (to include but not limited to)

• Salesforce enablement (ProCare capability & sales training, collateral provision, contract & quoting tools training and management)
• Tender responses (ProCare)
• Long-term contract growth initiatives

Supporting Field Engineers / Customer Relationships

• Support days with Field Engineers
• Develop training plans / manage tooling and fixture requirements
• Visit customers to develop relationship & build business
• Develop and deliver new training material

Drive Departmental Improvement

• Establish and develop opportunities for department improvements
• Drive through to completion existing key projects
• Develop process changes to improve service metrics
• Make day-to-day improvements to realise efficiency gains

Team Development

• Plan and develop Q12 employee engagement
• Facilitate and review individual development plans for each team member
• Engagement activities
• Formal and informal one to ones

The FSS will have a high level of responsibility. Being field based and in a position of leadership, the role requires confidence in decision making. Support is plentiful within the UK & Nordics Management team, also part of a divisional matrix structure of commercial franchises where expertise can be drawn upon.

Equipment / software packages used:

• Microsoft Office pack (especially Excel and Power BI)
• ORACLE / SAP
• Local IT packages, such as CRM (Salesforce) systems and mobile field service software.
• Various diagnostic/maintenance equipment/packages
• A good understanding for computer systems and an intuition for computer-based problem solving