Regional Operations Manager

Our service division is a customer-facing function in a very demanding industry; the successful candidate will be dealing with some of the leading restaurants as well as a variety of casual dining chains, hotels, educational establishments, hospitals, government buildings, and offices. Winterhalter’s growth agenda in reliant on the continuous improvement of our service offering to strengthen customer engagement and win new business.

The Regional Operations Manager will support, coach, mentor and performance manage a regional team of installation & Service Technicians with varying levels of skills and experience. A key player in the service operation, working within a team of 4 Regional Operations Managers supporting a variety of customers across all market sectors with a £revenue value of approximately £12M. This role is the key driver in achieving the objectives of the operations manager/service managing director by:

• Taking ownership and responsibility for the delivery of the agreed goals and targets.
• Providing constructive and positive feedback to team members.
• Encouraging individuals, providing input and suggestions for problem resolution. Addressing interpersonal problems with team members quickly and directly and consistently dealing with performance issues in a firm, fair, respectful and timely manner.
• Carrying out an assessment of technical skills, customer engagement and commercial competencies in the working environment.
• Actively managing time and attendance.
• Establish and maintain an effective debriefing process on a frequent basis to ensure goals and targets are being met.
• Delivering constructive feedback via 1:1 meetings and group briefings.
• Responsible for ensuring team members receive the appropriate training, coaching, personal development, and performance management to perform their role to the highest standard.
• Contribute to grading evaluations and development planning as required
• Contributing to the planning and execution of agreed goals and measurable targets in line with:
  
  • Response time
  • First-time fix
  • Average order values
  • Customer satisfaction
  • Stock management
  • Productivity
  • Effective teamwork
  • Coaching, Mentoring & Performance Management:
  • Planning and Execution:

Team Dynamics:

The Regional operations manager will take ownership and responsibility for building a strongly motivated team with clear goals, targets and personal objectives. You will create a working environment which encourages a passion for service quality and continuous improvement in customer service. An important aspect of the role is the management of performance, recognising commitment and supporting continuous improvement. Recognised challenges in this role include; managing a team of independent individuals who work remotely and in relative isolation across a wide geography and drawing on skill and experience to adapt management style for a team with varying levels of skill and experience.

• Give consideration to the resource requirements of the region – factoring in the skill base and experience of the field service technicians, as well as the customer needs in the territory.
• Evaluate the geography and the associated traveling times affecting service delivery and individual effectiveness.
• Ensuring the technicians have the correct and necessary information, resources, tools, training and coaching to complete all jobs allocated to the required standard.

Knowledge & Experience:

• As you will be managing and coaching technicians working with single and 3 phase equipment; an electrical qualification is essential.
• Management qualifications are desirable.
• Excellent written and verbal communication
• Strong analytical and problem-solving skills
• Ability to troubleshoot, test, repair and service technical equipment
• Excellent organisation and computer skills
• Ability to learn new applications and cross-train others is highly desirable
• Proven field service experience
• Familiarity with mobile tools and applications
• Experience in leading a team, providing constructive feedback and actively managing performance.
• Direct experience in the warewash and or catering industry is highly desirable

The right person for the job:

You will be able to manage time and work under pressure to tight deadlines while balancing the demands of numerous tasks. You will have the ability to adapt quickly in a rapidly changing environment and be keen to embrace new experiences, responsibility, and accountability. You will be reliable, tolerant and determined and will enthusiastically adapt to changing work processes and schedules as required. If you are a self-driven individual with a positive outlook, clear focus and ability to see things from another person's point of view - then you are well set to succeed in this role.

Hours of work & Benefits:

• Core hours: 40 hours per week, Monday to Friday
• Competitive salary
• Company vehicle (with use privately) including fuel card
• 25 days annual leave - plus bank holidays (increasing with length of service)
• Pension & Life Assurance
• Lifeworks employee assistance plan and discount scheme

*Previous applicants need not apply*

**Winterhalter is an equal opportunities employer**