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