Service Manager

AR748 - Service Manager

Location: South Petherton

Salary: £50,000 - £55,000

Overview:

First Military Recruitment are currently searching for a Service Manager on behalf of one of our clients.

The Service Manager is responsible for planning, overseeing, and enhancing the efficiency of Service Operations. This role ensures that both strategic and operational objectives are achieved through the effective implementation of targeted initiatives. Additionally, the Service Manager oversees all departmental processes, ensuring they are consistently followed to maintain high levels of customer satisfaction and uphold a positive company image.

Our client strongly encourages applications from ex-military personnel but all candidates will be considered.

Duties and Responsibilities:

• Lead and support the Technical Service Department in all aspects of daily operations
• Manage ISO and UKMHA accreditations to ensure the desired level of compliance is maintained at all times.
• Responsible for the ISO 9001, 14001 and 45001 management Systems, accreditation administration, in addition to all accreditations held by the business.
• Develop and maintain a comprehensive resource plan for the workshop, including strategies to optimise bay loading and operational efficiency
• Ensure effective planning and utilisation of workshop facilities, bays, tools, machines, and diagnostic equipment, with a focus on optimal workspace layout and workflow design
• Regularly review workshop service pricing and, with prior approval from the Aftersales Director, adjust to remain competitive within the market
• Prepare and submit weekly and monthly operational reports as required
• Oversee recruitment and onboarding of new staff, including the development of tailored induction plans
• Manage, coach, and motivate the service team to maintain a high standard of performance and service quality
• Collaborate with team members to set personal development objectives and define actionable steps to achieve them
• Monitor and control departmental costs, ensuring alignment with budgetary goals
• Track and optimise employee productivity and performance metrics
• Address and resolve customer dissatisfaction related to workshop services, including handling complex complaints
• Oversee accurate planning and task allocation for all workshop jobs
• Ensure adherence to predefined job times and service standards
• Maintain availability and readiness of all essential technical tools and diagnostic equipment
• Ensure the workshop is kept clean, organised, and compliant with safety and operational standards
• Implement and monitor quality control processes for completed workshop jobs, ensuring QC targets are met
• Provide engineers with guidance and support in identifying the correct parts and accessories
• Ensure proper handling and return of defective parts related to complaints and warranty claims
• Monitor and manage Work in Progress (WIP) to meet company-defined targets
• Participate in Daily Production Meetings to stay aligned on service and operational goals
• Attend \"Orders in Hand\" and sales meetings to report on job progress to the Aftersales Director
• Create and review individual Personal Development Plans (PDPs) for engineers
• Conduct regular one-on-one performance reviews with engineers
• Continuously assess and improve engineer efficiency
• Oversee and support the development of workshop apprentices through regular review and mentoring
• Ensure all quotations and estimates are prepared accurately and in a timely manner
• Attend relevant training courses to maintain up-to-date knowledge and technical skills
• Maintain close communication with the Parts Department to coordinate timely parts availability and bookings

Skills and Qualifications:

• Possession of a valid full driving licence
• Extensive experience in MHE (Material Handling Equipment) Aftersales operations
• Strong technical background with in-depth industry knowledge
• Ability to provide effective remote technical support
• Proven experience in personnel management and team leadership
• Demonstrated competence in managing customer and supplier relationships
• Solid understanding of MHE networks and systems
• Active member of the management team, contributing to strategic goals
• High level of accountability, professionalism, and credibility
• Strong decision-making skills with a consistent track record of delivering results

Benefits:

• Up to 27 days holiday (plus bank holidays) depending on length of service.
• 2 x basic salary death in service payment, payable to your nominated recipient
• Health care cash plan that covers some costs towards dental treatment, NHS prescriptions, Annual health checks etc
• Benefits platform giving discounts on major supermarket shops, high street vendors, holidays and gym memberships.
• Employee Assistance Programme
• Ongoing training and Career Opportunities
• Cycle to work scheme
• Refer a friend bonus £500 per person – terms apply
• Long Service Awards on 10, 20 and 30 years
• Life Event Day - Getting Married, Moving Home, Graduating

Location: South Petherton

Salary: £50,000 - £55,000