Oct
25
Service Manager
October 25, 2019 | Comments Off on Service Manager
Our client is looking to recruit a permanent Service Manager to their expanding team.
Ideally you will come from a Plant Hire / Construction / Utilities Equipment background.
Service Manager job summary:
Managing the service department team members to quickly, calmly and confidently address customer issues. Maintaining a professional environment for the service team to thrive to solve problems and increase customer satisfaction and develop lasting customer relationships. After appropriate training the service manager will need to draw on knowledge of servicing, remedial work, fault diagnostic of our construction utility equipment.
Service Manager standard duties:
* Effectively manages team members including technicians and advisors, ensuring team objectives and sales goals are being carried out. Displays extensive working knowledge of industry standards and practices, including product details and company services offered.
* Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up-selling products and services and taking care of any customer feedback responding quickly and professionally
* Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
* Maintains service desk control by managing team members and constantly evaluating desk efficiency
* Resolves service desk problems and improves current service desk methods to increase productivity and customer service
* Monitors department issues and any client comments to define patterns and work to lessen any recurring issues
* Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly and thoroughly.
* Oversees team members performing inspections, preparing reports.
* Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
* Monitors and reviews processes for ways to make procedures more time and cost-effective
* Makes regular reports to senior management team and finance.
* Holds regular meetings with department staff to discuss expectations and hear team concerns
* Responsible for department recruitment and retention
* Coordinates with sales department to incorporate plans to increase customer satisfaction
* Manages any potential challenges with the team through assessment and subsequent corrective action
* Ensures work environment is compliant with all applicable laws and regulations
Responsibilities:
Comply with all aspects of the company policies and follow published procedures where applicable.
Maintain a culture of best practice within the company by attending training courses, both internal and external when and where required.
Out of hours support will be required.
Personal: Working as part of a team, self-motivation and team working are essential.
Flexibility within this role is paramount, with the ability to adapt to working hours to accommodate priorities and/or business requirements.
This will involve working throughout the UK with nights away from time to time.
Experience:
Customer service experience, Supervisory experience, In-depth knowledge of customer service principles and practices, In-depth knowledge of customer service software, databases and CRM tools, Current with relevant technology trends and applications, Proficiency in MS Office applications, engineering product knowledge
Skills:
* Communication skills that allow you to inform, help customers clearly and decisively.
* Listening skills, to understand exactly what customers require
* Problem-solving skills
* Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
* Motivational skills and an ability to supervise and lead a service department of 9 other members.
* Creative thinking, to be able to come up with new ideas to improve customer service standards
* An ability to work well under pressure
* Organisational and planning skills to develop customer service policies
* Good personal presentation, especially when face-to-face with customers
* A commitment to improve your customer service skills on an ongoing basis
Benefits: A company vehicle, pension, private healthcare and life cover. Overtime will be also be payable when available.
Please apply ASAP
Service Manager, Field Service Manager, Service Supervisor, Field Service Supervisor, plant equipment, plant hire, construction plant