Branch Service Manager
1 month ago
Crown Lift Trucks Ltd is a leading provider of material handling solutions, with a reputation for exceptional product design, engineering, and manufacturing. Our goal is to provide customers with the safest, most efficient, and ergonomic forklift trucks possible. We support customers with a wide selection of electric forklift trucks, ranging from pallet trucks to very narrow-aisle VNA 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 foundation of our success. Since our inception, our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make.
Job DescriptionThe Branch Service Manager will be responsible for managing and continuously improving the Field Service and Workshop activities in line with company objectives. This includes managing the Customer Care team to ensure the planning and administration of the field service teams are done efficiently and provide best-in-class customer service.
The successful candidate will also be responsible for managing the Branch Parts department to ensure that stock levels are managed and parts replenishments are done to provide best-in-class parts supply to our customers and engineers.
The ideal candidate will strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Crown and its customers.
This role will require close relations with other internal teams, providing informative feedback and reports on service and product performance. The successful candidate will ensure SLAs are within agreed targets and take action to recover any slippage.
Assist with the development and implementation of best working practices throughout the team, building our knowledge base and service manuals to provide an efficient support service delivering world-class service to our customers in the UK.
This role will require regular contact and meetings with Directors, Field Service Managers, engineers, and customers. The successful candidate will engage with and work closely with the sales team and drive sales opportunities through the service team and the wider business.
Promoting a positive can-do attitude, resilience, and responsiveness in the organization by being open and honest about challenges and the actions required to address unexpected developments.
Responsibilities- To consistently achieve/exceed weekly and monthly financial and operational targets.
- To lead, manage, and motivate the team to maximize performance and achieve optimum utilization and efficiency of employee time and skill set.
- To continually strive to provide cost-effective solutions and the highest standards of service delivery while meeting contractual obligations and exceeding customer expectations.
- To ensure all new employees receive a full induction to the business and to ensure product awareness and all relevant training is completed.
- To monitor the performance of the region and to provide management information as required.
- To champion and promote the core values of the Company at all times and to challenge when departed from.
- To ensure compliance with current policies, processes, and procedures.
- To review all regional resources to maximize business development opportunities.
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