Customer Service Branch Leader

3 weeks ago

Warrington, Warrington, United Kingdom Crown Lift Trucks Ltd Full time


Service Branch Manager
  • Full Time
  • Leadership Role
About Crown Lift Trucks Ltd

Crown Equipment Corporation has established itself as a leader in the material handling sector since the 1960s, recognized for its innovative product design and engineering excellence in electric lift trucks. Our commitment is to deliver the safest, most efficient, and ergonomic forklift solutions available, catering to a diverse range of customer needs.

Our brand promise is:

"Crown designs, manufactures, distributes, services and supports material handling products that provide customers with superior value."

Quality and performance are the cornerstones of our success. Our culture emphasizes teamwork and individual contributions to ensure that excellence is embedded in every product we deliver.

Job Overview

The role involves overseeing and enhancing the management of Field Service and Workshop operations to align with corporate goals.

You will lead the Customer Care team to optimize the planning and administration of field service operations, ensuring exceptional customer service delivery.

Management of the Branch Parts department is essential to maintain optimal stock levels and ensure timely parts replenishment, thereby providing superior parts availability to our customers and service engineers.

Your focus will be on executing all tasks safely and effectively to achieve high customer satisfaction and maximize commercial benefits for both Crown and its clientele.

By implementing a tailored development program, you will inspire and guide engineers and Field Service managers through training, mentoring, performance management, and health and safety initiatives.

This position necessitates close collaboration with various internal teams, providing insightful feedback and reports on service and product performance. You will ensure that service level agreements (SLAs) are met and take necessary actions to address any discrepancies.

Assisting in the development and execution of best practices across the team, you will contribute to building a comprehensive knowledge base and service manuals, ensuring efficient support services that deliver world-class service to our customers.

Regular interactions and meetings with senior management, Field Service Managers, engineers, and customers will be a key aspect of this role. You will work closely with the sales team to identify and drive service-related sales opportunities.

Promoting a proactive, resilient, and responsive organizational culture will be vital, fostering transparency about challenges and the necessary actions to navigate unexpected situations.

Key Responsibilities:

  • Consistently achieve or surpass financial and operational targets.
  • Lead, manage, and motivate the team to optimize performance and efficiency.
  • Continuously seek cost-effective solutions while delivering the highest service standards and exceeding customer expectations.
  • Ensure comprehensive induction and training for new employees.
  • Monitor regional performance and provide necessary management information.
  • Champion and uphold the company's core values.
  • Ensure adherence to current policies and procedures.
  • Evaluate regional resources to maximize business development opportunities.

This role is primarily office-based.

Candidate Profile

Essential Qualifications:

  • At least five years of relevant industry experience.
  • A stable employment history with a proven track record in managing similar team structures, including a minimum of three years in a field service management capacity.
  • Ability to take ownership of and resolve escalated issues effectively.
  • Excellent communication skills with the capability to manage customer and management expectations.
  • Proven ability to identify and eliminate barriers to service delivery.
  • Technical knowledge of the product range.
  • Experience in people management.
  • Demonstrated leadership skills.

At Crown, we recognize that our employees are integral to our success in the material handling industry. We foster a culture of passionate individuals and innovative thinking, investing in our workforce through training, development, and competitive compensation packages.

We also offer various social benefits, including:

  • Company car plus fuel card for private use (subject to tax regulations).
  • Company pension plan.
  • 25 days of annual leave plus bank holidays.
  • Access to an excellent discount scheme with leading UK brands.
  • Employee assistance program.

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