Service Manager

4 weeks ago

Emersons Green, United Kingdom Universal Business Team Full time

We are currently seeking an experienced Service Manager to join a well-established, family-run SME based in Bristol. The Service Manager is responsible for developing team members, managing day-to-day operations, and ensure the service function is delivering an exceptional service experience to our customers. Our Service Manager will need to consistently deliver excellent results across all aspects of the business; customer satisfaction; people leadership; operations; and financials including maximising margins and maintaining the highest standards of health and safety.

Responsibilities:

  • Ensure effective engineer recruitment, along with a comprehensive and clear induction program, to capture and develop the best engineers, to efficiently support growth targets and maximise engineer retention
  • Ensure that all engineers are competent and qualified to carry out their day-to-day service responsibilities including onboarding, OEM training and certification where necessary
  • All engineers to have the resources and skills to do their job efficiently and to maximise the profitability of the department. This includes correct use of Protean; well-maintained technical database; spare parts system, vehicles, and tools
  • Create a performance culture based on individual accountability and shared responsibility for department and company results
  • Team engagement setting the standard for open communication, active problem solving, and a positive work environment
  • Provide regular coaching and feedback and have a deep knowledge of your team's strengths and opportunities
  • Responsible for driving continuous improvements to facilitate exceptional team output and customer service by partnering closely with other teams on strategic execution
  • Actively monitor customer service trends to make necessary improvements and assist the team in developing appropriate standards and processes to continuously elevate the overall service experience.
  • Solution oriented, demonstrating a high ability to identify root cause of problems and develop solutions to resolve customer complaints relating to service and repairs ensuring the customer is happy
  • Ensure spare parts deliveries to site / engineers are carried out efficiently and on time in full
  • Optimise and maintain van stocks balancing first-time-fix rate with sensible stock levels
  • Ensure that all field work procedures, specifically LOLER, are defined in accordance with legislation and they are documented clearly and communicated to the engineers, and they are followed consistently
  • Optimise and document Standard Operating Procedures and ensure they are always followed


Requirements

  • Leader and a team-player
  • Take ownership and create a culture of trust and accountability
  • Challenges the status quo and work well in high-pressure situations
  • Exceptional prioritization and time management skills
  • Strategic and proactive, think and plan ahead to give the Service team the tools they need to be successful
  • Strong technical aptitude, and a great interest to acquire in-depth knowledge about the business, product portfolio, customer base and service provision
  • Self-aware, flexible and open-minded
  • Keen mental agility, analytical thinking, hands-on problem solving, and a customer-service mindset
  • Advocate of the Service team and customers
  • Ensure a safe working environment for both employees and customers, taking responsibility for EHS and safety training within the Service Centre

Benefits

  • £55,000 to £60,000 per annum dependent on experience
  • Company car or car allowance
  • Company bonus
  • Holiday 23 days pa + statutory bank holidays increasing to 26 days after 3 years’ service
  • Company sick pay scheme, 5 days full pay

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