Field Operations Manager

3 weken geleden

's Hertogenbosch, Nederland KION Group Voltijd

What we offer:

To manage the Benelux Field Operations team to consistently and successfully deliver field services on time and within budget. To mentor, guide, monitor and develop the team in a way that promotes Dematic values and behaviours whilst supporting the requirements and activities of our customers delivering in full, on time, every time.

Tasks and Qualifications:

Specific Responsibilities:

Talent management

Ensure completion of direct and indirect annual reviews within the company timelines Review development needs of the field technicians in line with customer and Dematic product requirements. Coach and mentor, all staff to embrace Dematic and relevant design/industry standards Implement a succession planning model to ensure continued quality of employees and service delivery to the customer Promote a positive working environment through engagement that maximises staff retention

Health & Safety

Ensure compliance with the company Health & Safety policy Ensure compliance with all local Health & Safety legislation Ensure full utilization of field service tools to maximise efficiencies Promote and ensure near miss reporting, last minute risk assessments & behaviour-based safety observations are completed Carry out and record required safety tours Ensure all contractors utilised are approved by Dematic Ensure where applicable all Risk Assessments and Method Statements are created and adhered to Ensure all Health & Safety documentation is current, where required scheduled for review and readily available.

Contract Delivery

Deliver FO contracts to budget and demonstrate cost control within contractual guidelines Meet pre-agreed KPI targets Prioritise and plan AMHE repairs in line with customer business needs Maintain all relevant service records and ensure they are readily available Ensure spare parts are managed in line with contractual and/or Dematic agreement Ensure all contractual hours are achieved and headcount is maintained

Technical Direction

Ensure full utilization of field service tools management Customer maintenance management for local legislative requirements of maintenance Promote, support and propagate the standardisation/harmonisation of service practices & processes across the EMEA Region Knowledge of relevant industry standards i.e. EN258. Maintain compliance to key CE Directives and standards ensuring all changes are channelled through the correct business department(s) Ensure compliance with Dematic standards

Resource management

Ensure a close working relationship within the CS department and other disciplines and departments To comply with all company policies Record and monitor all overtime requirements

Conflict Management

Resolve day-to-day issues as they arise, escalation as required via the correct channels Use data driven analysis to resolve conflicting views

Continuous Improvement

Define, support and lead LEAN projects seeking efficiency in all business processes, removing non value-added steps and waste Establish “what” is Critical to Quality (CTQ’s) for customer success and to enable the Dematic approach of total customer focus Identify where variation in processes exist and reduce through auditing/coaching/mentoring Identify and highlight opportunities Relentless continuous review of process Identify system faults and determine the root cause of all issues Drive a proactive culture documenting Corrective and Preventative Action (CAPA). Communicate root cause identification and CAPA success throughout the business

Customer Satisfaction

Understand and focus on exceeding your customer’s expectations Deliver a proactive customer service anticipating problems and offering solutions for prevention Gather customer satisfaction feedback, track and trend the results Build a trusted and dependant relationship with the customer

General Responsibilities

Lead by example Manage by fact Responsible for equipment servicing standards to OEM recommendations Act as Health & Safety officer Attend Customer review meetings when required Support and defend company values, the principles and direction of the company Establish effective communication plan Measure utilisation of the FO team

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