General Manager: Field Services at Booyco Electronics

Main Purpose of the Job

The General Manager: Field Services is responsible for overseeing the operations and strategic direction of the Field Services department. Managing a technical team, ensuring high-quality service delivery, customer satisfaction, and operational efficiency. The ideal candidate will have extensive experience in field service management, excellent leadership skills, and a strong commitment to safety and compliance.

Education, experience and competencies

• Bachelor's degree in a relevant technical field.
• Postgraduate qualification
• 8 to 10 years of experience in a related leadership role.
• Proven experience in leading and managing teams to achieve operational excellence.
• Strong technical background.
• Demonstrated understanding of business operations, commercial considerations, and client engagement.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in using data-driven insights to make informed operational decisions.
• Exceptional communication, negotiation, and interpersonal skills.
• Ability to travel as required to oversee operations in the assigned region.

Responsibilities

Operational Management:

• Oversee daily operations of the Field Services department, ensuring efficient and effective service delivery.
• Develop and implement operational strategies to improve service quality, efficiency, and customer satisfaction.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Manage resource allocation, including personnel, equipment, and materials, to optimize productivity and service levels.

Team Leadership:

• Lead, mentor, and develop a team of field service technicians and supervisors, fostering a positive and productive work environment.
• Conduct regular performance reviews, provide feedback, and implement training and development programs to enhance team skills and performance.
• Promote a culture of safety, accountability, and continuous improvement within the team.
• Implement the Legitimate Leadership Care and Growth leadership framework to create excellence in people.

Customer Relations:

• Maintain strong relationships with key clients and stakeholders, ensuring their service needs are met and addressing any issues or concerns promptly.
• Act as the primary point of contact for major clients, handling escalations and ensuring high levels of customer satisfaction.
• Identify opportunities to expand service offerings and develop new business with existing clients.
• Manage the Customer Service Index, ensuring a high-quality customer experience.
• Conduct monthly internal customer review meetings to track quantitative KPIs.

Financial Management:

• Assist in the development of the Field Services department budget, ensuring cost control and profitability.
• Monitor financial performance, analyse variances, and implement corrective actions as needed.
• Prepare regular financial and operational reports for senior management.
• Oversee administrative support for revenue generation, including POD, debtors, and cash collection.

Strategic Planning:

• Develop and execute strategic plans to achieve departmental and company objectives.
• Identify market trends, competitive landscape, and emerging technologies to inform strategic decisions and service offerings.
• Collaborate with other departments, including Sales, Marketing, and Product Development, to align field services with overall company goals.
• Understand multiple customers’ business requirements to provide market feedback to the Product Development function.

Quality Assurance and Safety:

• Ensure all field service activities comply with safety regulations, company policies, and industry standards.
• Implement and monitor quality assurance programs to ensure high service standards and customer satisfaction.
• Conduct regular safety audits and risk assessments, addressing any identified issues promptly.
• Ensure technical competence of team and self to deliver quality service.

Reporting and Documentation:

• Prepare and present regular operational and financial reports to senior management.
• Ensure all documentation is up-to-date, accurate, and accessible.

Technical Support:

• Provide technical support and assistance to customers and colleagues.
• Offer training and guidance to direct reports