Regional Service Manager

  • Location: Field Based
  • Pay: Competitive salary; Car Allowance; Performance bonus; Excellent benefits
  • Apply By: Wed, 24 Jan 2018

To manage the installation and service delivery of Zonal products at sites around the UK and abroad according to Company standards of Customer Service. Ensure Service Level Agreements are achieved, and Health and Safety requirements as well as manage a team of designated Technical Support and Field Service Engineers.

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MAIN DUTIES AND RESPONSIBILITIES



·
Increase and maintain the effectiveness of regional team
to deliver Company’s targeted SLA across the customer base.


·
Mentor and support the service engineering team and
provide on the job training.


·
Ensuring area is fully staffed with all engineers skill
set up to date and monitored


·
Provide statistical analysis of area / regional
performance


·
Daily review with scheduler / senior to agree plans for
area.



·
Co-ordinate on-call
rotas and holidays.


·
Keep up to date with new products and developments, and
inform team members accordingly.



Monitor the performance of the engineers
within the designated area to ensure they:



·
Attend calls as instructed by the Engineering
Co-ordinator and the Engineering Manager.


·
Carry the required quantity of spares.


·
Follow procedures for ordering equipment from Newton
Village; returning damaged equipment to the repair centre.


·
Follow Company procedures relating to van usage.



Additional Responsibilities:



·
Carry out site surveys to assess and plan requirements
for safe installation. Liaise with on
site contractors to agree requirements.


·
Installation, testing and configuration of all parts of
Zonal’s EPoS systems, including structured cabling, according to Company
standards and procedures.


·
Planned and regular maintenance of all on site equipment.


·
Provide site with any additional information or
training. Advise users on basic
operation of equipment.


·
Provide the Helpcentre with regular updates on progress,
details of any other relevant issues, or further action to be taken.


·
Diagnose and/or repair faults to component level and
effect repair on site, or remove to workshop for more thorough repair.


·
Carry out programme upgrades on site.


·
Carry out Data copies if required to preserve critical
data.


·
Liaise with the R&D Department during product trials:
report any problems that occur during installation, usage or removal to
ensure which require further attention.


·
Full and detailed completion of all appropriate
paperwork.


·
Present a positive Company image.





SKILLS, KNOWLEDGE
& EXPERIENCE



Essential



·
Minimum 3 years experience in
a field based customer service engineering role, ideally in the
hospitality/leisure industry.


·
Experience of maintaining and installing EPoS equipment.


·
Clean driving licence is essential.


·
PC literate (all MS Office suite) and aptitude to pick up
new software packages quickly.


·
Leadership; provides and communicates inspiration and
clear direction for the team which is in line with the organisation’s goals,
mission and values.


·
Planning and organisational skills; able to establish efficient and appropriate plans
for self and others and adapt quickly and effectively to unexpected changes
whilst still ensuring objectives are met.


·
Customer service; understands and responds to customer
needs (internal and external) and exceeds expectations where possible.


·
Communication and team working; works co-operatively with
others to achieve a common goal and communicates information in a clear,
concise and accurate manner.


·
Problem solving and decision making; analyses information appropriately in order
to find best solutions and takes a balanced view to reach logical conclusions
and make relevant decisions.


·
Commercial and organisational focus; demonstrates understanding of overall
business and commercial issues facing company.


·
Commitment to results; is committed to obtaining results through taking responsibility,
demonstrating a positive attitude and ensuring quality is built into work




CONTEXT



The Customer Service Department consists of
the Helpcentre, Technical Support, Technical Consultancy, Repair Centre and
Service Engineer teams (reporting to Operations Director).



Support is provided based upon the SLAs in
place with the customers. These are
monitored on a daily basis and reported back to the customer at regular
intervals.




Contact Us

If you wish to apply for the role, please e-mail your CV to jobs@zonal.co.uk stating your current salary and a brief summary outlining your suitability for the role or apply now by hitting the button below.

If you require any further information please contact our Human Resources department via jobs@zonal.co.uk

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Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.