Customer Service Operations Manager

4 weeks ago

Peterborough, Peterborough, United Kingdom Finning International Full time
Company:Finning InternationalNumber of Openings:1Worker Type:PermanentPosition Overview:As a Customer Service Operations Manager, you will enhance customer satisfaction by efficiently allocating resources to meet client demands while ensuring optimal service performance.

DiPerk Power Solutions serves as the exclusive OEM distributor for Perkins across the UK and Ireland, offering support for both complex and minor repairs, as well as routine servicing for various equipment including plant, electric power, agricultural, and marine.Job Description:

As part of the Finning Group, DiPerk benefits from the expertise and capabilities of a leading service provider in the plant and power generation sector, leveraging state-of-the-art facilities, advanced technology, and industry-leading safety and quality standards.

Main Responsibilities:

  • Assess customer requirements and deploy the necessary resources to fulfill requests efficiently, ensuring a service experience that fosters loyalty by overseeing the complete repair process. (20%)
  • Oversee the entire repair workflow from quotation to invoicing, coordinating both internal and external resources to accurately finalize work orders and customer billing. Maintain compliance with service protocols to deliver consistently exceptional customer service.
  • Recognize and validate all warranty repairs, submitting claims through the Perkins Portal within the designated timeframe.
  • Identify opportunities to address safety reworks, priority repairs, and preventive maintenance servicing concurrently with repairs.
  • Utilize customer feedback and key service metrics to continuously enhance the experience, efficiency, and performance of processes, achieving desired business outcomes.
  • Lead a team of Engineers, responsible for their training, goal setting, performance reviews, and ongoing improvements.
  • Ensure all systems are updated with accurate job information at every stage. Maintain internal drives with job/build data.

Required Skills:

  • Strong customer service abilities and capacity to cultivate robust customer relationships.
  • Exceptional planning and organizational skills.
  • Meticulous attention to detail.
  • Influencing and negotiation capabilities.
  • Effective interpersonal skills.
  • Proficient IT skills.
  • Ability to work collaboratively within a team.
  • Commitment to health and safety standards.

Knowledge Requirements:

  • Proficiency in Microsoft Office.
  • Prior experience with Navision, Workday, Trimble, Smartsheets, parts identification through SPI/manuals, and parts ordering is advantageous.
  • Familiarity with DMS systems.
  • Understanding of engine and fuel control systems.
  • Knowledge of warranty processes.
  • Desirable understanding of testing and commissioning processes.
  • Engine and parts knowledge is a plus.

Accountability:

  • Ensure the health and safety of engineers and support staff during task execution, prioritizing it above all.
  • Deliver cost-effective and efficient solutions that ensure high customer satisfaction.
  • Accurate allocation of costs and recovery of expenses, committing to first-time fixes.
  • Maintain clear communication with customers throughout the service process.

Education & Experience:

  • Engineering qualification at NVQ level 3 or equivalent.
  • A minimum of 5 years' experience in a customer-facing role.
  • Experience in managing and organizing work for remote engineers.
  • Direct experience working with customers.
  • Experience in an operational environment, including planning and organizing repair services or operations.
  • Preferably experienced in resolving customer requests and technical issues.

Working Environment:

Office-based.

At Finning, we recognize that our employees are the foundation of our success. We offer a comprehensive benefits package and various flexible options.

We are committed to fostering a diverse and inclusive workplace. We are proud to be an equal opportunity employer and encourage individuals from all backgrounds to reach their full potential. Finning actively seeks to enhance outreach to individuals of all identities and backgrounds, ensuring no discrimination based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental and physical disabilities. We are dedicated to providing reasonable accommodations for individuals with disabilities throughout the recruitment process.

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