Service Branch Manager

4 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 manufacturing of electric lift trucks. Our commitment is to deliver the safest, most efficient, and ergonomic forklifts, ensuring customer satisfaction across our extensive range of electric forklift trucks.

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 contribution to ensure excellence in every forklift truck produced.

We offer diverse and rewarding career opportunities across various professional and vocational roles within our headquarters, manufacturing facilities, and branch network.

Job Overview

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

You will lead the Customer Care team to ensure efficient planning and administration of field service operations, delivering exceptional customer service.

Management of the Branch Parts department is crucial to maintain optimal stock levels and ensure timely parts replenishment, providing superior parts supply to our clients and technicians.

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

By implementing a personal development program, you will inspire and guide engineers and Field Service managers through training, mentoring, performance management, and Health & Safety initiatives.

This position requires collaboration with internal teams to provide insightful feedback and reports on service and product performance, ensuring Service Level Agreements (SLAs) are met and any discrepancies are addressed promptly.

Assist in developing and implementing best practices within the team, enhancing our knowledge base and service manuals to deliver efficient support services and world-class customer service.

Regular interaction with Directors, Field Service Managers, engineers, and clients is essential. You will also collaborate closely with the sales team to identify and drive service-related sales opportunities.

Fostering a positive attitude, resilience, and responsiveness within the organization is vital, as is maintaining transparency regarding challenges and necessary actions to address unforeseen developments.

Key Responsibilities include:

- Consistently achieving or exceeding financial and operational targets.

- Leading, managing, and motivating the team to optimize performance and efficiency.

- Continuously seeking cost-effective solutions while delivering the highest service standards and exceeding customer expectations.

- Ensuring all new hires receive comprehensive onboarding and relevant training.

- Monitoring regional performance and providing necessary management information.

- Championing and promoting the company's core values and addressing any deviations.

- Ensuring compliance with existing policies, processes, and procedures.

- Reviewing 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 a similar team structure, including a minimum of three years in a field service management role.
  • Ability to take ownership and resolve escalated issues effectively.
  • Excellent communication skills with the capacity 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 capabilities.
Working Conditions

Normal working hours are from Monday to Thursday, 09:00 am to 5:30 pm, and Friday, 09:00 am to 5:00 pm, with a one-hour lunch break each day.

Compensation includes a competitive salary based on experience, a company car according to policy, and a comprehensive benefits package.

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

In addition to financial remuneration, we 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 perks from leading UK brands.
  • Employee assistance program.

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