Field Services Delivery Manager
Job overview
The FSDM will be required to lead a team engineer to ensure achievement of KPIs and SLAs. The objective of the role is to ensure that the company achieves its meter installation commitments. The role will involve regular weekly travel in the field to spend time side by side coaching engineers and in exceptional circumstances, there may be a requirement to cover for Engineer call out. There is a Bonus paid quarterly.
Key Responsibilities
· Ensure all Health, Safety and Environmental Regulations and company targets are achieved, promoting a high level of Health Safety and Environmental Management throughout the business and actively participate in safety and technical forums as required by the business.
· Be present in the field and conduct side by side coaching and development of c.15engineers, with the goal of increasing engineer technical knowledge, meeting required behaviours and achievement of KPI’s i.e. minimise aborts, meet GSOS targets, ensure safety, quality and quantity targets are met etc.
· When not in field i.e. max of 1 day per week, working from your local office to complete paperwork, make calls, liaise with your Performance Manager, etc.
· During busy periods or to cover absence, the FDL may be required to complete scheduled jobs to support delivery of installations.
· Understand client targets and expectations as well as supporting engineer coaching plans to meet the required standards.
· Implement coaching plans that drive productivity across the engineering workforce to maximise efficiency and meet all company targets/ delivery of Contracts.
· Clear focus on customer satisfaction and to continually improve engineer performance in providing great customer service and safe installations.
· Ensure your engineers understand and provide consumers with tailored energy efficiency advice and clearly explain the benefits associated with Smart gas and electricity meters.
· Assist with the investigation of customer complaints in a timely manner.
· Complete audits to measure the team/individual performance to ensure a high level of compliance is achieved, and that all safety and data requirements are captured in line with company policy/procedure.
· Monitor incident and audit data, identifying non-conformance trends, then implement the necessary actions to improve working practices, safety and reduce risk.
· Monitor completion of e-learning and continued training programs for engineer personal development plans.
· Support management to work in tandem with the Compliance and HR teams to ensure all training is maintained and kept up to date.
· Responsible for correctly approving timesheets and managing attendance including return to work meetings for all absences, and the Cezanne system is updated in a timely manner (to limit Payroll and HR queries each month).
· Assist with the delivery of regular one-to-ones, team meetings, toolbox talks and company initiatives.
· Engage with and support internal departments and external service providers to ensure service level agreements are met.
· Assist with the onboarding of new Engineers, ensuring that new starters are supported through their induction period i.e. arrange buddying as required. Support with disciplinary and grievance investigations in line with Company policies, procedures and HR advice.
· Ensure engineers within your team submit monthly accurate and timely stock counts and undergo monthly fleet & tool/equipment inspections.
·Maintain coaching logs and keep accurate record of your team’s activities and performance, feeding back any concerns to your manager.