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Engineering Service Manager
4 months ago
**Engineering Service Manager**
**The Company**:Are you BOTH experienced within an **Engineering** environment AND offer experience as a **Customer Service** or **Service Centre Manager**?If you would relish the prospect of overseeing a team of 25, with the support of 2 Team Leaders, then this could be the ideal role for you.This is a **Technical** environment within a busy and successful **Engineering** firm. The department supports 16 **Field Service Engineers** whilst delivering exceptional customer service to other engineering companies throughout the UK.Your role will be to ensure that all services are streamlined, smoothly run and that both practical and IT processes areimproved (for instance, the company are keen to implement a live web-chat and live text system).Is this a challenge you’d be up for?We’d love to hear from you if so.
**Responsibilities**:
- Managing the service department with 25 staff including both office and customer service personnel, and 16 field based engineers who service the machinery which the company manufacturers
- Produce and analyse management information to identify weaknesses and problem areas on their equipment
- Represent the service department in all technical meetings
- Improve and develop new fault finding and rectification videos and SOPs
- Liaise with the IT team to develop and then oversee a technical web chat line
- Ensure customers complaints are dealt with in a professional manner, both verbally and by letter and where appropriate in person
- The role may involve some national travel, as escalated issues may require you to visit customer sites
- Design, implement and arrange training programs to continuously improve the skill levels of engineers
**Preferred Skills**:
- Previous experience within a Technical Customer Services or Service Managers role essential.
- Understanding of mechanical assemblies; able to read technical drawings would be highly beneficial, but not essential.
- Effective and confident in the management of people
- Good communications skills
- Commercial acumen to improve the profitability of the service department
**Associated Benefits**:
Free parking
Company Pension
25 days holiday plus bank holidays
**Working Hours:
**Hours of Work: 07:45 - 17:00 Mon to Thurs, 08:30 - 12:30 Fridays (39 hours)