Full job descriptionAR923 - 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