Service Manager

Job Summary

To deliver an exceptional level of customer service through effective co-ordination of Service Engineers and other resources, ensuring that all jobs are completed in a very efficient and timely manner.To utilise your mechanical knowledge and experience to effectively allocate Engineers with consideration to their competence levels and experience. To proactively manage and progress repairs using the resources available to you and engaging the services of specialists, where required. Engage regularly with customers, both existing, dormant and or new and develop a relationship with the view of building the service revenue stream.To pursue all departmental revenue opportunities. Manage the companies health and safety requirements.

Main Tasks, responsibilities & authorities

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  Manage and work in accordance of departmental Health, Safety, Environmental and quality aspects in-line with company policy & UK Law

  
  


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  Deal professionally and timely regarding all departmental performance concerns and identify development opportunities

  
  


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  Maximise revenue opportunities on all work streams by using all available resources 

  
  


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  Proactively visit customers  to either generate work or deal with enquiries or complaints

  
  


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  Produce weekly performance KPI’s for the department

  
  


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  Monitor, review, and report monthly financial performance

  
  


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  Attend monthly company management meetings, attend, as required, manufacturers service meetings

  
  


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  Distribute work to departmental resources according to priority 

  
  


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  Manage the service admin team and ensure they follow company procedures and expectations

  
  


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  Ensure all purchase and sales invoices are dealt with in a timely manner

  
  


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  Manage all engineers on a daily basis

  
  


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  Ensure engineers utilisation is kept to a high level

  
  


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  Recruit new and manage any concerns or under performance 

  
  


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  Follow Company processes and to escalate any situation that is beyond your line of authority

  
  


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  Work collaboratively with all internal departments & stakeholders

  
  


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  Any other duties that may be reasonably requested by your manager

  
  

Key Skills & Competencies

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  Excellent communication and negotiation skills.

  
  


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  The ability to make decisions without recourse to others.

  
  


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  Problem solving skills, including priority setting

  
  


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  The ability to work as a team member, whilst maintaining independence

  
  


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  The ability to promote and maintain healthy working relationships 

  
  


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  Business, commercial, financial & customer focus

  
  


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  Good telephone manner and customer service skills.

  
  


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  High level of understanding of mechanics and associated terminology

  
  


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  Reliable, honest and trustworthy.

  
  


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  Flexible & Resilient

  
  


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  Strong sense of ownership and enthusiastic work ethic

  
  

Required knowledge & experience:

1. Education / Professional Qualifications required for the position:

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  NVQ Level 3 in Plant Maintenance – time served ( not essential)

  
  


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  IOSH Managing Safely (Not essential)

  
  


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  3 years industry related supervisory or management experience (Desired)

  
  

2. Additional important requirements:

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  Commercial awareness, including Profit & Loss

  
  


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  PC literate, including Dealer Management Systems 

  
  


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  Knowledge of Google Sheets and Docs or Microsoft equivalent 

  
  


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  Hold a full driving licence