Field Service Supervisor - North UK

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Job description

About StrykerStryker is one of the world's leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.We are proud to be named the #5 World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine. Learn more about our award-winning organization by visiting stryker.comWhy customer service at Stryker?Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need. Stryker is also consistently listed as a 'Best Place to Work' and offers great benefits and perks - like tuition reimbursement and a wellbeing program! (*Benefits vary by country)JOB DESCRIPTIONJob Title: Field Service SupervisorDepartment: Technical ServicesReports to: Sr. Technical ServicesManager UK & NordicsLocation: UK (Office / Field Based)Main function of job: (Note: In addition to these functions employees are required to carry out such other duties as may reasonably be required)The Field Service Supervisor (FSS) is first and foremost a people leadership role, requiring a true desire to want to really know, develop, and motivate the team of Field Engineers to achieving Stryker's goals.The FSS will manage a team of wide, remotely based engineers and will be responsible for delivering exceptional service to customers ensuring service levels are being met and customer expectations are being exceeded.The FSS will use their position to disseminate tasks, to prioritise these accordingly and to facilitate their successful completion across the Field Service Team. The successful candidate will be expected to take responsibility for specific metrics within the department and to make strategic managerial decisions to improve upon these KPI's. The FSS will also be expected to undertake regular national travel to support engineers and to build relationships with key customers and the internal commercial team. The role is also instrumental in making commercial decisions in growing the service contract revenue.The FSS will take a leading role in the development and management of key projects and departmental changes, such as technical training, equipment/tooling, CRM software development and implementation. Managers are expected to take full control of their team from a performance management, Q12 and people development standpoint. The FSCS will also form a strong part of the UK & Nordics ProCare Management Team and be expected to report on a regular basis the performance of the associated team.The successful candidate will be expected to stand in for the Senior Technical Services Manager at meetings representing the department and developing its reputation. European travel to support European technical services teams and International travel to attend training courses may occasionally be required.As with any role at Stryker, the FSS will be a positive ambassador for the department consistently demonstrating a strong work ethic and exhibiting a desire to own and drive a culture of continuous improvement.Duties / responsibilities (in order of priority)Running of Field Service TeamBuild and implement field service delivery capabilities in line with the business strategyDistribute work amongst engineersManage resource to ensure coverage of territoriesAssume responsibility for the completion of tasksBecome the first point of escalation for customer and engineers' issuesProduction of Field Service Reports to be shared with the businessImplementing Commercial Strategies (to include but not limited to)Salesforce enablement (ProCare capability & sales training, collateral provision, contract & quoting tools training and management)Tender responses (ProCare)Long-term contract growth initiativesSupporting Field Engineers / Customer RelationshipsSupport days with Field EngineersDevelop training plans / manage tooling and fixture requirementsVisit customers to develop relationship & build businessDevelop and deliver new training materialDrive Departmental ImprovementEstablish and develop opportunities for department improvementsDrive through to completion existing key projectsDevelop process changes to improve service metricsMake day-to-day improvements to realise efficiency gainsTeam DevelopmentPlan and develop Q12 employee engagementFacilitate and review individual development plans for each team memberEngagement activitiesFormal and informal one to onesThe FSS will have a high level of responsibility. Being field based and in a position of leadership, the role requires confidence in decision making. Support is plentiful within the UK & Nordics Management team, also part of a divisional matrix structure of commercial franchises where expertise can be drawn upon.Equipment / software packages used:Microsoft Office pack (especially Excel and Power BI)ORACLE / SAPLocal IT packages, such as CRM (Salesforce) systems and mobile field service software.Various diagnostic/maintenance equipment/packagesA good understanding for computer systems and an intuition for computer-based problem solvingWorking conditions / degree of effort required:The work will take place in a varied range of scenarios including the Stryker Headquarters in Newbury, hospitals, and other locations. The FSS will be expected to engage with key customers and stakeholders including Theatre, EBME, CSSD, Procurement and Purchasing staff and Managers.Working conditions will be within the usual environment of these scenarios.Travel will be a regular occurrence within the UK, in which case accommodation will be provided or arranged to the standard level within Stryker UK travel policy.For elements of the work that fall outside of normal contractual working hours, FSS will be expected to manage this on a flexi time basis to accommodate instances when attendance is necessary, and this occurs.Degree of effort will always be assumed to be 100%, with the expectation of always going above and beyond for customers and the team.Qualifications / education required:Educated to degree level is preferable, with experience in at one of the following also preferable:Engineering disciplines (for example but not limited to: Electrical / Electronic / Telecoms / Mechanical / Software)PhysicsMedical PhysicsTechnology SubjectsExperience required:Experience of successful team leadership is mandatory.Field service engineering experience is preferable.Experience of working with complex medical devices and equipment is preferable.Experience of working within a clinical environment is preferable.Specialist training required:Candidate must have a superb customer service ethic and must be driven to consistently want to deliver for customers. The candidate must have a proven track record of process innovation and for managing projects and for driving through departmental improvements. The candidate will have great people management and interpersonal skills, be responsible, self-motivated, and able to manage their workload effectively.Our benefitsOur total rewards offering varies by country but often includes bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards - not to mention various social and recreational activities.Know someone at Stryker?Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at