Field Service Manager

Customer EngagementManage customer relationships through understanding of customer business drivers and desired outcomes and driving improvements against these criteria.Promote and support TOMRA Fresh Food’s business and Field Service Capabilities.Own and support the management and resolution of customer complaints, in collaboration with the sales team and global Customer Care Centre (CCC).Maintain and develop relationships with regional customers, with a view to driving additional project solutions and service business growth throughout the region whilst maintaining a high standard of customer experience.Financial & Business ManagementMeet monthly, quarterly, and annual financial targets by owning the budget for the region.Develop and implement the business short-, medium- and long-term priorities in accordance with the business strategy, to achieve short- and long-term success.Accurately plan and forecast the business performance, both resources and finances.Plan and support strategic growth initiatives for the region, in collaboration with product and sales teams.Assist in reporting and Integrated Business Planning (IBP) requirements across the business.Effectively manage service business overheads and cost allocations for the region.Health & SafetyActively be a spokesperson for Tomra Fresh Food’s safety culture and promote safety at all times.Meet designated safety metrics for the assigned region.Drive continuous improvement in safety operations, identifying opportunity for improvement on safety, and fostering a positive and collaborative environment.Field OperationsEnsures that work assignments and sub-contracted work are executed to appropriate

technical requirements/ standards, quality systems and HSE standardsProactively engage functional business teams (Product Management, R&D, projects, CCC, sales etc.) to ensure correct service delivery, and in defining /estimating the technical scope of work and project implementation requirements.Overseeing the delivery of installations, planned services, contract deliverables, “on demand” services and fulfilment of spare parts business.Provide oversight and direction to the team leader and field technicians in the region, working in collaboration with the Customer Care Centre (CCC) to ensure customer deliverables are planned, scheduled and executed.People Management & Communication Manage performance, career and succession plans of all service employeesDevelop a high performing team and facilitate team’s achievement of goals &

objectivesLiaise with Engineering organization (Systems Engineering, Business Solutions and

Process Solutions) to support appropriate career development planningEffectively manage communications for all team members (direct / matrix reports)Pro-actively identify the team’s product, skills and leadership training requirements and work with the Global Training and P&O teams to ensure the Tomra field service team has the skills to meet and exceed the required customer service delivery expectations.