Service Manager - Impact Handling

# Experience the difference with us!

As part of Aprolis UK, our people are our most valuable asset, we are proud to recruit and train the very best in the forklift industry. Equipping them with the skills and knowledge necessary to ensure that, no matter what our customers’ need, they can handle it. Our values are:
* Entrepreneurship* Courage
* Respect* Friendliness
** Job Description Summary
** Impact Handling are actively recruiting for a Service Manager in Doncaster to provide an excellent customer experience through well-developed and motivated colleagues.
** Job Description
**** STATEMENT OF

ACCOUNTABILITIES ****:
*** To create a culture in line with Aprolis UK values through effective leadership, development and management of a team.
* To deliver a quality field-based customer experience to both local and national customers.
* Maximise the productivity of the operations function through motivation and development of the customer support teams, by doing regular performance reviews and identifying training requirements.
* To maintain the assets during the time on contract to an agreed standard to enable maximisation of the value of the asset at the end of its contract.
* Improve profitability by increasing the productivity of the engineer workforce through the reduction of hours spent on fleet equipment and the promotion of sales on customer own trucks.
* Ensure full compliance with health, safety and quality regulations for both field and business based colleagues.
* Take part in business development projects as required.
** CORE ACTIVITIES****:
*** Fleet spend / Parts Authorisation
* Ensure PM schedules are issued to engineers, monitor PM Performance and ensure none are significantly overdue (+4 weeks’ maximum).
* Ensure all financial targets are achieved
* Ensure Recoverable hours are achieved on a daily basis.
* Technical support
* Identify training requirements/Recommendations
* Identify tooling/Equipment needs, liaise with Depot Manager to arrange.
* Van cleanliness/Damage reports
* Inspection & accuracy of Job Sheets
* Support Coordinators – Monitor diaries/workload
* Responsible for 24hr callout facility
* Oversee Engineers activity
* Key-holder – security of premises
* To ensure LTR/STR fleet are maintained within budget for both labour and parts
* Liaise with Parts Department to ensure that parts are obtained within acceptable timescales and that parts authorisation procedure is adhered to.
* Ensure that Job Sheets are completed to company standards and that times/information is accurate
* Ensure that Timesheet & Job-sheet Audit Procedure is strictly adhered to
* Ensure that all Daily, Weekly & Monthly reports are completed on a timely basis
* Oversee preparation of customer estimates for all chargeable repairs, including where necessary visiting customers to discuss estimates.
* Oversee/Monitor all off-hire inspections are carried out and any damage agreed with the customer prior to the truck being collected.
** PERSONNEL / COMMUNICATION
*** To manage/supervise, motivate and lead the Service Team
* Carry out Service Team appraisals / 1-2-1’s
* Carry out Service Team Communication meetings.
* Provide leadership and direction to the Service team
* Recruitment & Retention of staff
* Staff appraisals upon anniversary of start date, and development of the team
* Sickness Monitoring & Return to work interviews
* In conjunction with external advisors and internal HR ensure compliance with company and legislation regarding Disciplinary/Grievance procedures
** QUALITY****:
*** Health & Safety Representation & Administration
* On site random quality checks on equipment
** MEASUREMENTS****:
*** Excess Hour Monitor
* Submission of operations reports weekly/monthly
* Monthly check on rate increases Suppliers/Competitors
* Budgeting/Forecasting/Planning
* Overtime spend
** SERVICE OPERATION****:
*** Control of Fleet/MO/A.I.M contracts
* Customer Satisfaction including:

- Complaints & Documentation (ISO 9002 procedures)- Liaise with Sales Department
- Quality/Professionalism/Standards
* Attend Service Managers meetings
* Advising on S.C.A rates & Annual Reviews
* Carry out economic check against major repair costs V’s replacement machine - seek…