Service Operations Manager

1 week ago


Nuneaton, Warwickshire, United Kingdom MES Systems Ltd Full time £38,000 - £45,000
Service Operations Manager

MES Systems Ltd is a growing company that prioritizes its employees' growth and development. We are seeking a highly skilled and motivated individual to join our team as a Service Operations Manager.

  • You will oversee the control of our database, ensuring accurate assignment of reactive jobs and planned maintenance work for engineers.
  • Carry out quotes and up-sales for upgrade and remedial works.
  • Schedule monthly planned maintenance visits, guaranteeing efficient use of resources.
  • Manage remedial work, raise purchase orders for suppliers and subcontractors, and maintain open communication channels.
  • Regularly review and report on engineer's findings, maintaining transparency and quality assurance.
  • Be the primary point of contact for all helpdesk telephone and email queries.
  • Ensure our database and accounts system remain up-to-date, reflecting the latest information and developments.
  • Foster strong relationships with colleagues, customers, and suppliers, embodying our core values: reputation, excellence, integrity, service, teamwork, and trust.
  • Provide top-notch customer support via phone and email, addressing concerns and resolving issues promptly.
  • Collaborate closely with our three service engineers to ensure they have access to necessary information and resources.
  • Train, mentor, and supervise service coordinators, promoting efficiency and productivity.
  • Demonstrate initiative in task management, focusing on timely completion and superior customer satisfaction.
  • Present weekly service KPIs to the operations manager/Senior Leadership Team, providing insightful analysis and recommendations.
  • Oversee jobs requiring engineer attendance, coordinating with our stores to secure necessary parts and optimize scheduling.
  • Accurately record technical issues using our ticketing system.
  • Leverage remote diagnostic software to enhance engineer performance and troubleshoot faults more effectively.

This role involves not only the aforementioned responsibilities but also contributing to general administration tasks and covering for colleagues to support cross-functional teams.

Salary & Benefits

This position offers a competitive salary range of £38,000-£45,000 D.O.E, complemented by our comprehensive benefits package.

  • Company vehicle.
  • Annual bonuses, totaling £3000 p.a., comprising a Christmas bonus and summer end-of-year bonus.
  • An employee referral scheme and discounts averaging £2000 p.a.
  • A total of 36 paid holidays, including standard bank holidays, 3 additional days during the Christmas period, and a volunteer day off.
  • Opportunities for socializing and team building.
  • Ongoing training and professional development, valued at £4000 p.a.
  • The option to participate in electric car and cycle salary sacrifice schemes.
  • A private healthcare plan with Westfield rewards, worth £2500 p.a.
  • A contributory pension scheme.
  • Fire safety training and specialized equipment certification.
  • Group life insurance.
  • Exclusive access to our 24-hour GP service, fitness program, mental health support, financial guidance, and legal services.
  • Promotion opportunities within our organization as it continues to expand.


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