Field Support Manager North - Appcast Enterprise : Job Details

Own reporting and compliance driving a culture of continuous improvement

Support and lead on the insights that enable the delivery of operational growth.

Support & lead on customer service delivery insight and opportunities across Subscriber

Support & Lead on Customer onboarding, journey, retention and debt

Provide project & IT support to stakeholders across Subscriber

Review and manage Install /Service Utilisation metrics driving for sustainable improvements

• Goal - Improve Service and Install Utilisation

  • 10% Utilisation improvement in Install

  • 10% Utilisation improvement in Service

• Goal – Increase Non RMR  through install & service teams

  • Overdrive plan to deliver £x Revenue

Drive Operational improvements for regional performance increases

• Look for innovative improvements that can be leveraged across both service and installation teams

• Work with north / south counter parts to ensure consistency and best practice sharing.

Support and coach FLMs on performance management

• Improve 1-2-1 forms and methods.

• Improve Lean coaching Forms and methods.

• Coaching and mentoring FLMS to create structure and consistency to focus on all KPI’s.

• Assist FLMS with engineer PIP’S/ Capability plans. Look and help identify who needs improvements and how.

• Assist OM with FLM PIP’s/ Capability plans.

• Review Training requirements for FLMs and Engineers to improve customer experience.

Drive EHS Performance

• Regularly review, update and support EHS initiatives

Drive Career Ladder

• Support creation of Subscriber Career Ladder

• Manage and support Engineer Skills Matrix fostering strong career progression opportunities

• Support FLMs with development plans and succession plans

Review, Test and implement new technology to support overall business goals

• Review of all platforms to support customer journey

• Hold monthly meetings with Tech manager to understand relevant updates and changes are communicated.