Field Service Team Manager – Key Responsibilities

• Provide focused leadership to a team of service engineers, maintaining operational capability while balancing the needs of the customer, business, and the team.
• Support and coordinate team members to: Create an excellent customer experience and Meet service market demands.
• Secure a strong QHSE (Quality, Health, Safety, and Environment) culture within the team.
• Lead change management to adapt to new market demands.
• Manage and develop capabilities needed to support the overall service strategy.
• Support proactive service sales through lead generation in collaboration with the Service Sales team.
• Lead the team by giving direction and ensuring a strong customer-oriented mindset.
• Lead the team remotely, ensuring they perform according to the service strategy with a strong customer-oriented mindset.
• Coordinate service requests based on customer needs, priority, and communication with customers, segments, and service engineers.
• Closely monitor the utilization and efficiency of service engineers and ensure effective use of available resources.
• Monitor customer Performance Agreements and ensure the delivery of a professional and superior customer experience.
• Plan and visit customers at regular intervals to understand their requirements and satisfaction with the services provided.
• Implement and follow up on relevant KPIs to measure and improve performance.
• Manage basic performance issues within the team appropriately and quickly.
• Identify training needs, track FSE (Field Service Engineer) competence improvement, and update personal development and skills matrices accordingly.
• Ensure effective management of people in remote areas.
• Ensure the team is equipped with the right tools and that the tools are fit for purpose.

This role can be combined with:

• FSE duties: Executing all services from our 360º service portfolio on specific products, modules, and systems.
• Coordinator duties: Responsibility for planning field service activities.

Additional Technical Responsibilities:

• Execute and provide technical support to customers, including commissioning, installing, testing, repairing, maintaining, condition monitoring, and energy audits on products, modules, and systems at customer sites.
• Troubleshoot, investigate, and resolve technical problems with deep application and product knowledge at customer sites or remotely.
• Capture the Installed Base on site and communicate sales opportunities to the sales organization.
• Provide proactive service advice to customers relating to the 360º service portfolio.
• Communicate product-related change notifications (Service Bulletins)

Who you are?
Your strong business acumen and strategic approach will guide the organization to reach to the next level and deliver excellent customer experience and timely delivery. You are value driven person with high level of integrity. Your strong and courageous mindset is a key.

What you can be?

• Engineering Degree with 6-8 years or Diploma with minimum 8-10 years of working experience
• Knowledge of Health, Safety & Environment in industrial manner.
• Knowledge of rotating equipment, Heat Transfer & fluid equipment’s.
• Knowledge of good mechanical maintenance practices.
• Knowledge about various type of mechanical measuring instruments.

Why should you apply

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.
• Exciting place to build a global network with different nationalities to mingle and to learn.
• Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.

In this role you will be reporting to Service Operations Manager of Alfa Laval India.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important
insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

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