Head of Field Operations

**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
- 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