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Operations Supervisor

3 months ago

Leeds, Leeds, United Kingdom Finning International Full time
Company:
Finning International

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
As the Operations Supervisor, you will manage a team of technical professionals, ensuring an exceptional client experience by effectively allocating resources to meet customer demands while upholding high service standards.

Job Description:
Finning International stands as the largest Caterpillar dealership globally, providing unparalleled service for over 80 years. We engage in the sale, rental, parts supply, servicing, and repair of equipment and engines across various sectors, including mining, construction, petroleum, forestry, and diverse power systems applications.

Key Responsibilities:
  • Assess customer service requirements and allocate the necessary resources to fulfill requests proficiently, fostering an experience that cultivates customer loyalty by managing the complete repair process. Maintain transparent and consistent communication with clients throughout the service and repair phases to minimize ownership costs and enhance customer dedication.
  • Strategically plan and allocate resources to meet customer service demands through capacity and capability assessments. Lead the entire repair process from identifying customer needs to accurately closing work orders and invoicing, ensuring compliance with service protocols for consistent and extraordinary service delivery. Prioritize the health and safety of clients and service personnel.
  • Generate service quotes up to £3,000 during service activities such as preventive maintenance, repairs, or inspections as advised by the Finsight advisor.
  • Directly oversee a team of engineers (4-8), providing mentorship, addressing performance challenges, and conducting regular one-on-one meetings in accordance with dealership policies. Guide engineers to achieve high customer satisfaction levels while ensuring service profitability.
  • Utilize customer feedback and key service metrics to enhance the overall experience and achieve desired business outcomes. Leverage identified data to drive continuous improvements in customer satisfaction and operational performance.

Employee Benefits:
  • Competitive salary
  • 25 days of annual leave plus bank holidays (with an option to purchase an additional 5 days)
  • Annual bonus
  • Laptop and mobile phone
  • Enhanced maternity and paternity packages, family-friendly policies, support from a team of over 40 Mental Health first aiders, employee wellbeing solutions, and recognition awards for length of service.
  • Additional benefits include a generous rewards scheme, up to 7% pension contribution, life insurance, access to a company share scheme, and comprehensive healthcare benefits (medical, optical, hearing, dental, and new child payments for new parents).

Essential Skills:
  • Strong commitment to customer care, ensuring optimal experiences with Finning.
  • Excellent organizational skills.
  • Effective communication abilities.
  • Safety champion.
  • Advocate for Finning's core values.
  • Knowledgeable in mobile and fixed equipment components and systems.
  • Financially and commercially aware.
  • Familiarity with existing applications and systems (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet) is desirable.

Knowledge Requirements:
  • Proficient understanding of mobile and fixed equipment components and systems.
  • Financially and commercially aware.
  • Familiarity with existing applications and systems (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet) is desirable.

Accountability:
  • Responsible for the health and safety of engineers and support staff during task execution, ensuring the delivery of cost-effective and efficient solutions while maintaining high customer satisfaction.
  • Fully accountable for accurate cost allocation and expense recovery, striving for first-time fixes.
  • Maintain communication with customers throughout the entire service delivery process.

Education and Experience:
  • Foundational understanding and qualification in engineering.
  • Ideally, advanced engineering aptitude.
  • Minimum of 3 years' experience in a technical or mechanical engineering role.
  • Previous experience in a similar role within a comparable industry is desirable.

Working Environment:
Office-based

At Finning, we recognize that our employees are the core of our organization and essential to our success. We offer an attractive benefits package, including 25 days of holiday, a company pension scheme, healthcare, a company share scheme, and various flexible benefits.

We are committed to fostering a diverse and inclusive workplace. As an equal opportunity employer, we encourage individuals from all backgrounds to express themselves and reach their full potential. We do not discriminate based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental or physical disabilities. Finning is dedicated to providing reasonable accommodations for individuals with disabilities during the recruitment process.