Service Manager

Contribution

To maximize customer satisfaction throughout the region, through the provision of “value for money” support and service, by the control of an efficient engineering workforce carrying out work and procedures in accordance with the company corporate standards.

Corporate standards are: -

Communicate to the engineers the details of their work requirement for the day.

Communicate to the customer the ETA for the engineer and the expected work to be completed.

Communicate at the end of each job the status of completion or additional requirements to the customer, the engineer and your manager.

To ensure you work with your immediate manager to obtain the departments budgets, targets and objectives with the engineering workforce under your control.

To ensure the operation under your day-to-day control offers levels of service and customer satisfaction that exceeds both customers expectations and competitor offerings.

Accountabilities

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To attend customer requirements in the quickest possible time scale that enhances customer satisfaction.

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To ensure both you, your engineers and staff operate the company system to the most effective outcome.

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To prevent customer disputes.

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To ensure warranty work is completed with the following information: -

Customers concern

Engineers view of the cause

Engineers action to complete

Including photos of failure, photos of the completion.

Any additional details that prolonged the repair against the time scheduled

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To maximise the sale of retail hours to exceed the company targets.

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To ensure the workshops and vehicles under your control always present a professional standard.

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Maintain a motivated workforce and be available to discuss their problems, concerns and make the regional service manager aware.

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Recommend training needs to your immediate manager.

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To liaise with outlying depots and support where necessary.

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Check in all new machines and inspect prior to delivery to customer.

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Raise job cards and check all returned job cards prior to the service administrator invoicing. Including verification of engineer’s times, ADDW validation and MHC completion.

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Recommend service department purchases of consumables and equipment to your immediate manager.

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To ensure all work and practices are carried out with regard to Health & Safety with particular reference to the company handbook.

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To develop and maximise the achievement of the company’s and your objectives.

Standards

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The department achieves its budgets, targets and objectives agreed with your manager.

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All of the companies warranty standards are to be adhered to.

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Workshops, vehicles, tools and other equipment is to be maintained to a corporate standard.

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To have a strong working relationship with the engineers under your control.

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To carry out Engineer reviews and ensure great team ethic and morale

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To ensure the department under your control delivers the highest levels of customer care and motivation and delivers the company budget requirements

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To ensure that all jobs are completed, and related paperwork processed within 24 hours.

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To ensure business target is met of 7 day WIP

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Emergency call out facilities are to be provided 24 hours a day, 365 days a year.

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New machines are to be dispatched to the highest standard.

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Used machines are to be prepared and delivered to the exceed the customers expectations.

The salary for this position is paying £37k to £40k

If you would like to be considered for this role, please respond with an up to date CV