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Regional Customer Support Manager
3 months ago
JB132:
Regional Customer Support Manager
Location:
Braintree, Essex
Salary:
£40 - £45k per annum
Overview:
First Military Recruitment are currently seeking a Regional Customer Support Manager on behalf of one of our clients.
Your main role will be to visit customers, on a weekly basis (6-8 separate visits per week), with particular emphasis on developing and maintaining customer relationships to ensure that high levels of customer satisfaction are maintained, customer accountsand queries are resolved, whilst maximising the opportunity to sell service contracts, parts and attachments.
Duties and Responsibilities for the Regional Customer Support Manager:
- You will report to the Group Service Manager and support with all aspects of depot maintenance, fixtures and fittings for the 4 depots you have been allocated.
- As part of supporting the customers to ensure excellent levels of service, you will be required to line manage all Workshop Foreman, Workshop Engineers, Field Based Engineers and liaise with the appropriate Service Controllers.
- You will be responsible for managing Health and Safety to ensure compliance within the depots and work undertaken in the field.
- Minimising invoice queries.
- Review customer accounts and spend.
- Maximise opportunity to sell service contracts.
- Maximise opportunity to sell parts and attachments.
- Increase customer satisfaction.
- Visiting depots to ensure depot maintenance meets company standards.
- Responsible for all depot fixtures and fittings.
- To ensure Health and Safety is complied with at all times.
- To focus on service revenue growth targets.
- To deliver budgeted depot revenue and gross profit for all depots by.
- Maximising utilisation of the engineer resource.
- Meeting VOR response times.
- Minimise customer downtime.
- Maximise warranty recovery.
- Agree and sign off engineer overtime.
- Maintain and exceed excellent customer relations/expectations and instil customer care values in all employees, whilst maintaining profitability.
- Complete a minimum of 68 customer visits per week.
- Deal with any customer complaint ensuring a speedy conclusion.
- Actively seek new business, negotiating new contracts with new and existing customers.
- Investigate all customer queries and resolve within a timely manner.
- Ensure your team are aware of their duties and the importance of following company procedures and maintaining standards.
- Make regular visits to depots to ensure depot maintenance is to company expected Health & Safety standards.
- Make proposals for depot fixtures and fittings that require replacement.
- Liaise closely with other Aftermarket Managers and Workshop Foremen to promote a uniformed standard of work.
- Coordinate and organise your team so they can work to their best of their abilities.
- To proactively drive service and parts sales both personally and through the Parts and Service team.
- Responsible for coordinating and holding appraisals for all direct reports in line with the performance management policy.
- Provide out of hours cover when required.
- Ensure that Tecwebs are raised, managed and closed down as appropriate.
- Keep all fixed assets and equipment to required standards of maintenance and health and safety, with proper records kept and regularly updated.
- Take responsibility for health and safety of self, colleagues, customers and contractors within your area in line with the Company Health and Safety Policy.
- Ensure that all work practices in the depot and the filed are in line with the Company Health and Safety Policy.
- Present a professional image at all times.
- Be confident and adaptable.
- Work closely with HR Manager to recruit personnel as required.
- Contribute to overall success of the company through teamwork and good communication.
- Maintain high standard of cleanliness and housekeeping.
- Remain flexible to all aspects of the role.
- Achieve and meet strict deadlines.
Skills and Qualifications for the Regional Customer Support Manager:
- Good leadership skills
- Ability to lead a team
- Previous experience in a managerial or lead position
Benefits for the Regional Customer Support Manager:
- 10% KPI annual bonus based on salary
Location:
Braintree, Essex
**Salary: £40 - £45k per annum
