Service Manager

AR923 - Service Manager

Location: Hinckley

Salary: £41,000 - £45,000 + Bonus & Vehicle

Overview:

First Military Recruitment are currently supporting our client in the search for a Service Manager. The successful candidate will be responsible for providing an excellent customer experience through managing well-developed and motivated colleagues.

Our client is keen to offer opportunities to Ex-Military personnel, but all applications will be considered.

Duties and Responsibilities:

• Carry out customer visits and reviews.
• Carry out Engineer audits ensuring correct tooling and stock being held, H&S documentation is present and being used, vans are clean and free from damage.
• Carry out quarterly Service Team Communication meetings.
• Deal with customer complaints within a timely manner ensuring the correct documentation (ISO 9002 procedures) is used.
• Deliver RT training to new and existing Engineers.
• Direct line Management of Service Coordinator and Parts Coordinators assigned to their team.
• Ensure off hire process is adhered to and all damage discussed and agreed with customer prior to machine being collected.
• Ensure that all Daily, Weekly & Monthly reports are completed on a timely basis.
• 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.
• Follow up with customer complaints and ensure root causes and corrective actioned are identified and completed, making sure the customer is communicated too effectively.
• Identify tooling/Equipment needs, liaise with Depot Manager to arrange.
• Identify training requirements/Recommendations.
• In conjunction with the Service Coordinators, ensure PM schedules are issued to engineers, monitor PM Performance and ensure none are significantly overdue (+4 weeks’ maximum).
• Liaise with Parts Department to ensure that parts are obtained within acceptable timescales and that parts authorisation procedure is adhered to.
• Liaise with Sales Department on new truck deliveries and customer requirements.
• Manage Fleet spend / Parts Authorisation.
• Manage invoice enquires and resolve within 30 days.
• Maximise First Time Fix by reviewing van stock and liaising with Parts Manager/ Branch, Depot Manager.
• Maximise jobs per day by reducing travel and ensuring appropriate headcount and training are in place.
• Oversee Engineers activity ensuring maximum efficiency.
• 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.
• Provide leadership and direction to the Service team.
• Provide Technical support.
• Recruitment & Retention of staff.
• Review headcount requirements on a monthly basis.
• Staff appraisals upon anniversary of start date, and development of the team.
• Support Service and Parts Coordinators – Monitor diaries/workload.
• To deputise for other FSM’s during holidays / absence.
• To ensure LTR/STR fleet are maintained within budget for both labour and parts.
• To establish and maintain adequate safety and security procedures to protect resident sites, vans, equipment and personnel.
• To Manage/Supervise, motivate and lead the Service Team.

Skills and Qualifications:

• Ability to analyse situations, draw sound judgements and take appropriate decisions.
• Ability to build teams, involves people, motivate and reward others.
• Ability to see things from a customer perspective and to identify, meet and exceed customer expectations, whether internal or external.
• An understanding of the relationships between profit, cash flow, risk and other key financial drivers.
• Capable of managing multi profit and cost centre.
• Deals with complications and” out of the ordinary” problems with confidence and without hesitation.
• Demonstrates good judgement in leading the team through conflict and controversy.
• Does not put off decisions to avoid conflict or “getting it wrong”.
• Fully involves their team in decision-making.
• Identifies customer needs beyond those expressly stated.
• Motivates and inspires people by their enthusiasm in communicating the vision and values of the company.
• Promotes a strong customer culture by setting customer orientated performance objectives.
• Readily supports and coaches’ others.
• Takes well timed commercial decisions.
• Understand and plans for operational peaks and troughs.

Location: Hinckley

Salary: £41,000 - £45,000 + Bonus & Vehicle