Service Operations Manager
1 day ago
About the Role
We are seeking a Service Operations Manager to be based in Coventry. This role will be the primary point of contact for customers within the business unit and is responsible for an area of Field Operations within the Midlands and South West Region.
The successful candidate will be accountable for managing all resources within their prescribed area in line with the Company rules, to meet the business targets for the Branch and ensure customer satisfaction.
Key Responsibilities:
- Optimise the Region's staffing of service Engineers and Technicians by planning the personnel needs, including route organisation, workloads and training.
- Manage maintenance portfolio from the service contract acceptance to the collection of bad debts including follow-up actions.
- Execute leadership to Engineers and Technicians in matters of customer and employee satisfaction, adding value to the business, quality of work and operational efficiency.
- Manage and follow-up actions of customer claims and complaints.
- Conduct periodic quality and safety audits and inspections to ensure service levels and customer satisfaction.
- Accountable for the identification and resolution of sick or rogue units, supervise and follow-up of work performed, including developing plans for sick units in cooperation with the Regional Technical Specialist.
- Manage chargeable repairs from offer/sale to completion including the collection of bad debt alongside the credit control team.
- Support sales lead activities in the recovery of lost units and the conversion of new Schindler products approaching warranty expiration date.
- Support employee on-the-job training and skills development, including safety training and toolbox talks in coordination with the Regional Technical Specialist and FQE.
Requirements:
- Proven track record of running a service business unit (five to seven years) in a related industry.
- Proven experience in a management/leadership role.
- Knowledge of the Lift industry or Facilities Management.
- Proven technical and commercial awareness as it relates to the lift industry business would be desirable.
- SAP experience beneficial.
- Excellent communicator and proven ability to build networks and relationships with internal and external customer base.
Estimated Salary: £60,000 - £80,000 per annum, depending on experience and qualifications.
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