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Service Supervisor

1 month ago

London, UK, United Kingdom Cento Full time

I am currently recruiting for a Service Leader in London to join an industry leading lift company. They will be the primary point of contact for customers within the business unit and is responsible for an area of Field Operations within a Region. The Service Leader is responsible 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. Measured variables include: Safety and Quality requirements and standards, Customer communication, portfolio retention and renewal, Business productivity & cost management and Employee recruitment and team development. This is a full time and permanent role.

Duties & Responsibilities:

  • Optimise the Region’s staffing of service Engineers and Technicians, by planning the personnel needs, including route organisation, workloads and training. Match skills with route requirements and assign/delegate appropriate workloads, develop and sustain team spirit
  • Manage maintenance portfolio from the service contract acceptance to the collection of bad debts including follow-up actions
  • Deliver repair sales targets as determined by the Regional Director
  • 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 rouge 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 along-side the credit control team
  • Manage non-chargeable repairs to control costs as best as possible
  • Support sales lead activities in the recovery lost units and the conversion of new products approaching warranty expiration date
  • Supporting employee on the job training and skills development, including safety training and tool box talks in coordination with the Regional Technical Specialist and FQE
  • Conduct at least monthly ‘drum beat’ meetings as a group or one to one as required with first line reports
  • All employees are required to work in accordance with established Company Occupational Health, Safety and Environmental policies, procedures and Company Core Values to ensure compliance with current UK legal requirements and Company Safety requirements
  • Employees are required to attend all relevant Training Sessions.
  • Employees are required to carry out all works in accordance with the Company’s Quality Corporate Policy
  • Employees will be required to contribute to the Company’s Safety Objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to its Safety Management System

Candidate Requirements:

  • Degree qualified or equivalent in a relevant technical or business discipline.
  • Proven track record of running a service business unit (five to seven years) in a related industry.
  • Proven track record in managing the customer interface
  • Proven experience in a management/leadership role
  • Proven experience of P&L responsibility
  • 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.
  • Sound decision making and good problem-solving skills
  • Strong attention to detail and excellent written and verbal communication skills
  • The ability to work under pressure and to deadlines
  • Some travel may be required

Salary is between £52k-£55k

This is role is based from home with travel required to visit clients and engineers each week

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