Service Desk Operations Manager

2 weeks ago


Norwich, Norfolk, United Kingdom Fluke Full time

Technical Responsibilities

Our ideal candidate will be responsible for the inspection, testing, and calibration of instruments returned from customers and end users. They will also manage all assets, including booking, traceability records, logistics, and product shipping.

Key Responsibilities

  • Inspect and test instruments to ensure they meet quality standards.
  • Calibrate units accurately and efficiently.
  • Manage assets, including booking, traceability records, logistics, and product shipping.
  • Resolve technical questions and issues for Fluke Reliability customers.
  • Lead and manage the Service Engineers and hire equipment.
  • Maintain stores and inventory levels.
  • Ensure compliance with health & safety regulations and QA procedures.

Commercial Responsibilities

Our ideal candidate will also be responsible for driving revenue growth through proactive customer contact and reminder programs. They will own customer satisfaction and ensure excellent customer service.

  • Proactively contact customers to drive revenue growth.
  • Manage customer satisfaction and ensure excellent customer service.
  • Utilize Fluke's CRM system (Salesforce) to report, monitor, and understand gaps in service targets.
  • Analyze and manage productivity, making recommendations for process improvements.
  • Answer customer requests, perform, and send quotations.
  • Assist the sales coordinator with ordering and invoicing management.

Requirements

  • Engineering qualifications, Business Administration, or equivalent experience is required.
  • Excellent communication skills (verbal and written) are required.
  • Experience with customer-facing sales roles, marketing, product planning, or product management is desirable.
  • Strong knowledge of database management, reporting, and analysis is required.
  • Experience with industrial products, sales, and training is preferred.

Personal Skills

  • Ability to work on own initiatives with a can-do attitude.
  • Ability to prioritize workload to meet deadlines required by the business.

About Fluke

Fluke is a leading provider of calibration and technical services. We are committed to delivering excellent customer service and driving revenue growth through proactive customer contact and reminder programs.



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