Aftersales Field Service Manager

Howdens Joinery is in search of an Aftersales Field Service Manager to oversee our Lamona Aftersales service operations in Scotland. This role sits within our Appliance Aftersales Team and offers an exciting opportunity for a Field Service Manager dedicated to providing outstanding customer experiences on our own brand appliances. You'll join a dynamic environment within a fast-paced FTSE 100 organisation with ambitious growth objectives.

Reporting directly to the Aftersales Manager, you'll be responsible for overseeing the weekly performance of local Independent Service companies in Scotland that service our appliances, and our national service provider. As the Field Service Manager, your primary focus will be ensuring key performance indicators such as first-time fix, attendance, 7-Day completion, and speed of service are consistently met. Additionally, you'll take ownership of any customer issues that may arise.

As a skilled communicator, you'll establish crucial relationships with our depots, appliance, and quality teams, providing support for appliance sales totalling approximately £200 million. You'll also manage third-party local service companies. This position may require occasional work during unsociable hours, including holidays, which will be organised through a cross-area rota system. Additionally, there will be travel involved across Scotland, including remote areas such as the Highlands and islands.

What you will be doing as the Aftersales Field Service Manager:

• Manage all the Lamona product technical requirements for the region and any product safety issues.
• Understand and manage profit and loss costs for your region.
• Manage service coverage to ensure your region has coverage at all times.
• Maintain regular contact with our depots in order to manage issues and promote the development of local service partners
• Responsible for recruitment of new local independent service companies
• Manage Initiation and training for new local independent service companies
• Ensure best practice is shared across regions resulting in Nationwide best practices
• Promote Howdens Joinery core values to customers through the local independent service companies
• Work closely with the technical department to ensure technical issues are raised and the knowledge database is up to date
• Responsible for resolving branded manufactured service issues with the support of the Aftersales desk within their region.
• To support the business in the test or roll out of related services as required.

What do you need to qualify for the Aftersales Field Service Manager:

• A track record of successfully managing teams within a Regional Field Service Management role
• Ability to motivate, lead, and manage your team and create a service-led culture
• Highly focused on delivering exceptional customer service within a fast-paced and busy environment
• Appliance Technical knowledge would be an advantage, however is not essential
• Enthusiastic, strong influencer with exceptional communication and interpersonal skills - even under pressure
• Highly organised and decisive with good planning and prioritisation skills to balance key priorities
• Ability to build robust relationships with internal and external teams
• A sound understanding of the building trade would be desirable, but not essential

What can we offer you as the Aftersales Field Service Manager:

• Competitive salary + annual company bonus
• Company car
• Competitive Pension Plan with a maximum company contribution of 12%
• 25 days holiday + bank holidays with the option to buy additional days
• Staff Discount
• Exceptional Reward and Recognition events.

About Us

Howdens Joinery is the UK’s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware. We have over 800 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. With an ambitious and credible growth plan, we continue to build on our £2.3 billion sales made last year.

There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment. That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named as one of the 10 Best Big Companies to Work For.

How to apply:

We are building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as an Aftersales Field Service Manager, then we are keen to hear from you.

You will need to activate your account when you apply for this role. Please check your email carefully to ensure that you have completed this step. We are unable to view your application if you have not activated your account.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email recruitmentteam@howdens.com with the job title and location, and we will be happy to help you.

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