Service Operations Manager

7 days ago

Rochester, Medway, United Kingdom Morgan Jones Full time
About the Role

Morgan Jones is seeking a highly skilled Service Manager to lead our sales service department. As a key member of our team, you will be responsible for managing a team of Service Engineers and team members, ensuring the delivery of a smooth, profitable, and quality service to our clients.

Key Responsibilities
  • Team Leadership: Take ownership of the sales service department, leading a team of Service Engineers and team members to achieve exceptional service delivery.
  • Financial Management: Be accountable for P&L management, identifying areas of waste and implementing strategies to reduce wastage and shrinkage.
  • Strategic Planning: Manage budgets and engineering resources with a strategic approach to develop additional revenue across service contracts, spares, and consumables.
  • Client Liaison: Liaise with the sales team on new orders and installations, providing estimates on logistics and allocating engineering resources to deliver a smooth and profitable service.
  • Site Visits: Visit customer sites occasionally to nurture client relationships and identify service needs.
  • Service Meetings: Conduct regular service meetings with engineers to discuss current service visits, breakdowns, and planning of solutions.
  • Technical Support: Provide over-the-phone technical support and log all service and breakdown requests received by phone, email, or messaging for client issues.
  • Customer Feedback: Proactively seek out customer feedback and insights to progress client satisfaction metrics.
  • Quote Preparation: Prepare and send quotes for service calls where necessary for existing and new business opportunities.
  • Work Planning: Plan works for engineers, considering job urgency, location, travel time, and skills and parts needed.
  • Engineer Updates: Contact engineers daily to discuss updates on jobs given, outstanding works, and cleared jobs.
  • CRM Maintenance: Maintain the CRM database, including job information and invoice details, which are up to date.
  • Maintenance Contracts: Be responsible for maintenance contract costings, ensuring all maintenance contracts are up to date, sending renewals when due, and invoicing once agreed.
Requirements
  • Manufacturing Experience: A history in the manufacturing industry with a proven track record of managing budgets across a Service function.
  • Technical Expertise: Experience working with Multithread Weighers, VFFS, HFFS, Metal Detectors/Checkweighers is preferable but not essential.
  • Leadership Skills: Must be a mechanically biased Engineer with experience in managing, mentoring, supporting, and leading a service and maintenance team.
  • Industrial Knowledge: Good understanding of industrial processes, manufacturing, and automated production within the food industry.
  • Service Passion: Passion for service and customer care is paramount.
  • Problem-Solving: Is proactive and able to resolve problems and challenges as they occur, with a can-do attitude.
  • People Management: Strong people management skills are an essential skill set for the role.

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