Aftersales Field Service Manager | East of England

Howdens is looking for an Aftersales Field Service Manager to oversee our Lamona Aftersales service operations across the East of England. Sitting within our Appliance Aftersales team, this role offers an exciting opportunity to drive exceptional customer experiences for our own brand appliances in a fast-paced FTSE 100 organisation with strong growth ambitions.

Reporting to the Aftersales Manager, you will oversee the weekly performance of local Independent Service Companies across the East of England, as well as our national service provider. Your key responsibility will be to ensure that critical KPIs such as first-time fix rate, attendance, seven-day completion, and overall speed of service are consistently achieved. You will also take ownership of any customer issues that arise, ensuring they are resolved quickly and effectively.

As a confident communicator, you will build strong working relationships with our depots, appliance teams, and quality teams, supporting appliance sales of approximately £200 million. You will also manage third-party local service partners. The role may involve occasional work during unsociable hours, including holidays, as part of a cross-area rota system, and will require travel across the East of England.

Location:

Field-based - East of England (Including East Midlands & East Anglia)

Reports To:

Aftersales Field Manager

What you will be doing as the Aftersales Field Service Manager:

- Manage all the Lamona product technical requirements for the region and any product safety issues.
- Understand and manage profit and loss costs for your region.
- Manage service coverage to ensure your region has coverage at all times.
- Occasional support engineers in the field and leasing with customers directly
- Maintain regular contact with our depots in order to manage issues and promote the development of local service partners
- Responsible for the recruitment of new local independent service companies
- Manage Initiation and training for new local independent service companies
- Ensure best practice is shared across regions, resulting in Nationwide best practices
- Promote Howden Joinery's core values to customers through the local independent service companies
- Work closely with the technical department to ensure technical issues are raised and the knowledge database is up to date
- Responsible for resolving branded manufactured service issues with the support of the Aftersales desk within their region.
- To support the business in the test or roll-out of related services as required.

What do you need to qualify for the Aftersales Field Service Manager:

- A track record of successfully managing teams within a Regional Field Service Management role
- Ability to motivate, lead, and manage your team and create a service-led culture
- Highly focused on delivering exceptional customer service within a fast-paced and busy environment
- Appliance Technical knowledge would be an advantage, however is not essential
- Enthusiastic, strong influencer with exceptional communication and interpersonal skills - even under pressure
- Highly organised and decisive with good planning and prioritisation skills to balance key priorities
- Ability to build robust relationships with internal and external teams
- A sound understanding of the building trade would be desirable, but not essential

What can we offer you as the Aftersales Field Service Manager:

- Competitive salary + annual company bonus
- Company car
- Competitive Pension Plan with a maximum company contribution of 12%
- 25 days holiday + bank holidays with the option to buy additional days
- Staff Discount
- Exceptional Reward and Recognition events.

About Us

Howdens Joinery is the UK’s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware. We have over 900 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. With an ambitious and credible growth plan, we continue to build on our £2.2 billion sales made last year.

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