Service Operations Manager

5 days ago

Portadown Northern Ireland, Craigavon, United Kingdom Kingspan Water & Energy Full time

Kingspan Water & Energy, part of the Kingspan Group PLC, strives to be the industry leader in driving global change in the design and manufacture of sustainable ways of storing and protecting water and energy. We provide expert environmental solutions for high performance buildings and infrastructure including: Water Management Solutions, Diesel, AdBlue, Oil and Agri storage solutions, Hot Water Cylinders, Service and Telemetry. Using innovative technology, we manufacture, develop, install and service sustainable building solutions designed to protect our environment. We pride ourselves on delivering first class customer service across our key stakeholders – distributors, installers, specifiers and commercial and domestic end users.


About the role


Service Operations Manager is responsible for scheduling department and engineer operational tasks as outlined by the engineer manager UK and Ireland and Service Business. The Service Operations Manager is responsible for supporting the engineer manager UK and Ireland and GB wastewater manager on the day to day operations of the engineering team as outlined on key responsibilities and responsible for the management of the scheduling department.


Key Responsibilities


  • Analyse service delivery processes, route management and engineering activity to identify changes and efficiency improvements.
  • Work with other departments to improve systems and make scheduling more efficient though automation.
  • Assist Engineer Management with daily and weekly reporting to monitor engineer performance.
  • Manage and maintain the engineer fleet with the engineer management and keep engineering fleet information up to date.
  • Management of the scheduling department and delivering KPIs as outlined by the service business.
  • Manage the engineer lone working portal and ensure its keep up to date and report daily to engineer management on any non-conformance.
  • Support the Senior scheduler on the day to day running of busy scheduling department.
  • Assist Engineer Management with high level HR related issues when required.
  • Review NPS feedback for engineering and scheduling department and put actions plans in place to improve customer service delivery and feedback to engineer and scheduling management teams.
  • Record Engineer Holidays/Sick and Leave and check and submit engineer payroll on monthly basic.
  • Ensure Company lead time targets are achieved and reports any short falls to engineer manager or coverage issues.
  • Ensure planned maintenance targets are met and planned in line with customer service contract.
  • Provide Weekly updates to engineer manager on scheduling performance and engineer productivity.
  • Completed month end reports and presentations for engineer management as requested.
  • Meet with management and advise on areas of improvement to improve productivity.
  • Feedback any engineering or sub-contractor related issues to engineer managers.
  • Participate in projects as required to bring about continuous improvement within the service department.
  • Maintain and promote a compliance culture throughout the organisation in order to ensure the highest levels of integrity, honesty and professionalism.
  • Promote the highest possible standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business and our requirements and procedures.


Experience & Knowledge


  • Previous experience working within a logistics/scheduling role
  • A working knowledge of LN or alternative scheduling software
  • Supervisor Experience and proven record on delivering performance results and working under pressure.


Abilities & Skills


  • Excellent planning skills
  • Experience using (Outlook, Word, Excel and PowerPoint )
  • Excellent customer care and communication skills
  • Well organised with a good attention to detail
  • Ability to prioritise workload and work well under pressure


Kingspan is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

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