Service Operations Manager

6 days ago

Halifax, Calderdale, United Kingdom Arc Recruitment Full time
Job Description

Job Title: Service Operations Manager

Job Summary:

We are partnering with a market leader in their recruitment for a Service Operations Manager to join their high-performing team.

Key Responsibilities:

  • Work closely with the service team to coordinate a service function, controlling workshop, mobile, and third-party engineers to ensure that programmed maintenance, breakdown, and damage repairs are smoothly controlled and properly authorized, documented, and recorded on the computerized maintenance system.
  • Control costs associated with the function without adversely affecting safety or customer service standards or the quality of the fleet and in accordance with manufacturers' recommendations and legislative requirements.
  • Be responsible for the service levels provided to customers within the allocated area, communicating repair updates and service bookings effectively, ensuring that issues are escalated to the relevant Manager to be resolved.
  • Ensure that all incoming calls to the service team are answered within an acceptable timeframe and that where needed, calls are efficiently and professionally passed to the relevant team member, taking and delivering messages, where required.
  • Plan and schedule all servicing and repairs, authorize and control expenditure, and ensure hire fleet equipment is maintained to manufacturer's recommendations and legislative requirements as a minimum while maximizing availability.
  • Field and handle telephone calls from hire fleet customers politely and tactfully to ensure that breakdown repairs and other work conducted at a customer's request is effected safely and both customer inconvenience and asset downtime is minimized.
  • Issue repair orders from the maintenance computer system for servicing and repair work to third-party repair agents within established rate agreements, maintaining tight expenditure controls on such work and following established authorization procedures.
  • Record all warranty repair work effected by manufacturers or their agents to ensure that a full service history is maintained for all hire fleet equipment, so that failure trends can be highlighted.
  • Ensure that all repair updates are recorded on the computerized maintenance system in a timely manner and that jobs are closed off and allocated a response code in real time, to enable the efficient and accurate reporting of service department-related data to the wider team and customer base.
  • Identify damage to hire fleet equipment caused by customers and liaise with customers regarding rechargeable items, estimates for repair and loss of use, obtaining order numbers where appropriate, and ensuring that recharge invoices are raised and sent promptly.
  • Work with the rental operations department to ensure that the fleet status of all hire fleet equipment is accurate, up to date, and monitored continuously.
  • Liaise with technical support personnel to ensure that this is provided to the customer and other third-party engineering personnel where required.
  • Liaise with the stores department to ensure that appropriate parts are available for use both in the workshop, field engineering personnel, and third-party repairers, ensuring that the established authorization procedure for parts control are followed.
  • Assist in all duties related to the running of the service department as required and instructed by the Operations Manager, including but not limited to covering for other team members during periods of holiday and sickness.

About the Role:

This is a permanent opportunity and would suit an experienced Team Leader looking for the next step in their career.

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