Service Manager

1 month ago

Hoddesdon, United Kingdom Focus Resourcing Full time

Our client is seeking an organised and enthusiastic individual who is passionate about providing excellent customer service, ensuring a positive experience with every client.

This role is office based however occasional client visits will be required, in what will be a demanding but rewarding role. You must work well under pressure whilst managing multiple tasks, and working hours will be Monday - Friday, 9:00am - 5:00pm.

**Key Responsibilities**
- Managing a team and supporting them in terms of all day-to-day issues, maintaining high engagement and introducing improvements/solutions as needed.
- Staff management and resource planning including holiday management, absence cover.
- Manage teams' overtime.
- Drive performance improvements across set KPI's.
- Organise appropriate training for engineers.
- Mentoring and development of engineering team.
- Carry out quarterly appraisals for the team.
- Set objectives in personal development plans.
- Reporting on outsource cost and identifying areas for improvement.
- Processing and arranging installations.
- Processing and arranging repair requests.
- Troubleshooting technical issues over the phone.
- Reviewing all closed tickets to ensure correct information has been submitted by engineer.
- Reviewing all closed tickets and determining if is chargeable to the client and charging accordingly.
- Manufacturer warranty tracking / managing warranty claims to suppliers.
- Managing engineers' diaries effectively and efficiently.
- Manage relationships with outsourced service partners.
- Speaking with manufacturers on a regular basis to discuss equipment lead times.
- Onboarding of new clients on the payment system.
- To organise and ensure site surveys are completed before any install is booked.
- Contacting customers pre-installation, ensuring they have everything required and are ready for a successful installation.
- Review installation sheet to ensure installs can be booked.
- Updating customers with a service-related issue on a regular basis until the problem is resolved.
- Processing equipment orders from the sales team, from order date through to completion.
- Communicating with customers and engineers, including reviewing, and responding to their requests.
- Troubleshooting installation issues, proactively.
- Monitoring and reporting performance, issues, and trends.
- Liaising with colleagues and engineers to optimise operations and the general running of the business.
- Arranging logistics of equipment.
- Ensure fleet policy is followed and highlight any discrepancies to your line manager.

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