Regional Service Manager - North West

Regional Service Manager - North West

Pacifica is one of the UK's largest providers of outsourced support and repair of domestic appliances. Employing over 250 fully qualified engineers, repairing over 350,000 appliance repairs every year, creating a sustainable future. As a Carbon Neutral Company, our goal is to reach net-zero carbon by 2035.

Our Purpose ; We exist to keep households running while protecting the environment.

Our Vision ; We are proud to care for our customers' appliances for a more sustainable world.

Reporting to the  Field Operations Director,  the  Regional Service Manager  will be responsible for the North West region. You will lead your team focusing on delivering service excellence to our clients and end users delivering long-term success for the business. Strong communication skills and the desire to win are essential. You will be responsible for managing your regional performance and governance of the field operation to achieve business goals and maximize the profitability of the region. Your duties will include the day to day management and performance coaching of Area Service Managers, Senior Engineers and Field Engineers, guiding and managing them to achieve your objectives in line with business KPIs and budget, whilst ensuring regulatory and company standards are upheld at all times.

Functional Role :

This role is home-based, remotely managing a regional team of Field Engineers, Senior Engineers, and Area Service Managers. The role holds P&L responsibility and ownership of an allocated field region linked to the company's yearly budget.

Responsible for the daily monitoring and delivery of performance field engineers to maximize their capacity and efficiency against agreed budget targets. The role demands a highly professional, absolute team player, who can engage, build trust, and network at all levels. Positively adapting to change and continuous process improvement, the role requires confident communication and influencing skills. The ideal candidate will have a technical background within the White Goods Industry and a minimum of 5 years' experience in a Field Service Management role.

The role is to drive and deliver service excellence, supporting the field and wider business strategy, the role ensures operational excellence is part of day-to-day working and standards are upheld. Providing opportunities for growth, engagement, and collaboration of Service engineers. The role is viewed as a Senior Management role within Pacifica Appliance Services.

Key Elements

• Control and Ownership of Regional P&L
• Daily deprogram outcome coding of repairs.
• Continuously monitor the Field budget, ensuring that it is not exceeded
• Complete ownership of multi visits repairs occurring within your region.
• Management of customer complaints to closure relating to your region.
• Delivery of key client KPI's in the region related to C-SAT, NPS, Trustpilot, Spare Parts Cost Per Call
• Provide field insight for any future opportunities or challenges to the Field Operations Director to drive continuous improvements
• Working closely with the Engineer Support Team to ensure the correct capability and utilisation of your field engineers to ensure the delivery of KPIs and agreed-monthly budget targets
• Working closely with the Field Operations Director and Recruitment Team to provide a talent pipeline for the future.
• Carry out individual performance appraisals and implement personal improvement plans
• Motivate your team to maximize their potential for themselves and Pacifica Appliance Repairs
• Conduct regular analysis of team performance in conjunction with data insights and production of weekly and monthly reports as agreed with the Field Operations Director
• Responsibility for the financial and operational performance of the regional business
• Managing and mentoring the Area Service Managers, Engineers, and partner engineers in the region
• Working closely with the fleet department to ensure effective, efficient, and appropriate utilisation of your region's fleet resource

Benefits

Company car Fuel or EV, fuel / charge card, mobile phone and Laptop

Company Pension scheme

Up to 33 days annual holiday allowance including 8 bank holidays

Wellbeing and fantastic work - life balance

Death in service benefit at 3x salary

Company online retailer saving portal

Complimentary MAP - (Multi Appliance Protection) for your own home appliances.

Home based role, Monday-Friday

IMPORTANT - You will need to hold a full UK Driving Licence with no more than 6 points