Field Service Team Leader

TECHNOGYM S.p.A.; Bracknell; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading fitness company is seeking a Team Leader for their engineering team in Bracknell. This hybrid role involves managing performance, training internal engineers, and improving customer satisfaction. Candidates should have at least 3 years of leadership experience, strong communication skills, and expertise in troubleshooting. An ethical and proactive mindset is essential.

Qualifications

• Minimum of 3 years leadership experience in a similar role.
• Strong communication and negotiation skills.
• Ability to manage customer satisfaction and handle complaints.

Responsibilities

• Manage performance and costs of the Field Service organization.
• Coordinate training and certification for internal engineers.
• Handle customer complaints and lead their resolution.
• Drive improvements in customer satisfaction metrics.

Skills

Leadership experience

Problem solving

Organizational skills

Electronic/Mechanical engineering expertise

Root cause analysis/troubleshooting

Knowledge of ERP systems

Knowledge of ICT and office automation tools

Job description

Your Role

We are looking for a team leader for our new in-house team of engineers. With experience in this area, you will bring a strong ethos of customer satisfaction, team management and high attention to details. Working towards KPIs of:

• Economics
• Timing
• Customer Satisfaction (NPS)
• FTFR, JMR3
• Training and Certification for Field Engineers
• Completion of Field Action related to Safety issues
• Calibrated tools for Field Engineers
• Number of Audits
• Number of Jobs/FTE

This is a hybrid role, with a requirement to visit customers in the field and also work in our Bracknell office.

Your Impact

• Manage all aspects of performance and costs of the Field Service organization in your area, in line with assigned targets

• Manage all internal Engineers, specifically ensuring process adherence of repair protocols executed in the field

• Work with second level technical support team to improve efficiency and compliance

• Manage the effective planning and scheduling of Internal Engineers visits, ensuring the expected service level to customers

• Identify key product issues that impact customer satisfaction and escalate them.

• Manage all training to ensure their certification and correct protocol execution through on-field audits

• Manage safety issues in the field

• Understand customer complaints/issues and lead their resolution, involving all the necessary company departments

• Improve customer satisfaction and manage dissatisfied customers in person

• Drive the quality of service with expertise & technical standard KPIs such as FTFR, TTS and JMR3, company policies and technician performance measurements

• Lead organizational effectiveness by maximizing performance and people development and engagement via regular 121s and team meetings

• Cooperate with the Spare Parts team to ensure governance of local warehouses, making sure that Internal Engineers are managing consumption of parts in the proper way

About You

Ideally, you are passionate about working out, enthusiastic and proactive, while also down-to-earth and ethical. You are a leader with good communication and negotiation skills.

What you should bring:

• Leadership experience of at least 3 year
• Problem solving and organizational skills
• Expertise in root cause analysis/troubleshooting
• Electronic/Mechanical engineering expertise
• Knowledge of ERP systems and databases
• Knowledge of ICT and office automation tools

Technogym is an Equal Opportunities Employer

Technogym is an equal opportunities employer. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.