Service Manager
at Fortress Technology Europe Ltd
Banbury OX16 4XS, , United Kingdom -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 11 Apr, 2025 | GBP 45000 Annual | 21 Jan, 2025 | N/A | Management Skills,Sap,Outlook,Communication Skills,Excel,Microsoft Word | No | No |
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Description:
Position: Service Manager
Reporting to: Commercial Manager
Location: Banbury
Direct reports: 4
Job description This individual will be responsible for the development & growth of the customer service department and will be a key member of the Management team. They will be responsible for creating and driving strategies based on customer requirements and market data and in line with the overall business strategy in building a service department that is second to none for the EMEA region. It will be a priority to ensure that providing consistently high levels of customer service placing the customer as the main business focus.The individual must have an eye for detail with a desire to improve processes and efficiency but ultimately deliver visible and tangible results to benefit the customer through empowerment of the internal / external staff.
Technical Support
· To provide technical support, training and guidance to ensure that all planned and reactive requirements are completed within KPI’s SLA’s and applicable governance and standards.
· To build a robust technical team that works hand in hand with Sales for collaborative approach
To recognise when change is required though Change Management and working with other departments.
Management reporting
· Ensure we have the correct FTE level for Service engineers
· Assess the price structure for all services compared to our competitors and report finding
· Assess the Spare Price list compared to our competitors and report findings
· To report across both businesses all our call out visits
· Create KPI Score card against strategy and report progress and risks to the Operations Management team
· To ensure our distributors are fully supported and upskilled to be self-sufficient and effective within their market
Service Processes for UK and Export
· Be fully compliant on all processes and Regulatory requirements for UK and Export
· Be fully abreast with the COP for all equipment
· Create and adapt Sap reporting as and when required
· Able to extract data from SAP to carry out any investigatory requirements
Customer Service Department in line with Business Strategy
· Review current service department model to ensure sustainable growth and support for our customers.
· Represent Customer Service in leadership meetings for all products and services
· Represent Customer Service in any projects or transformation programmes within the wider business
· The main point of customer contact for major projects & escalations
· Support the team to help deal with service projects.
Sales through Service
· To develop and implement a sales through service strategy including but not limited to:-
· Service Contract packages
· Critical Spares packages
· Out of office support
· Multi time zone support
Productive & Motivated Team
· Motivate and update all team members with regular business updates
· Carry out regular 1-2-1’s
· Set SMART Objectives for team members
· Coach and Support team members to identity and address staff training and feedback.
All aspects of People Management
SPECIFIC SKILLS
· Technical experience in Metal Detection, Check Weigher and X Ray machinery
· Proficient use of Microsoft Word, Excel, Outlook is essential
· Excellent people management skills
· Proficient use of SAP is essential
Personal attributes - the jobholder will need to demonstrate:
· Proactivity and initiative (including the ability to anticipate and resolve potential problems and challenges)
· Confidentiality and integrity
· Flexibility and the ability to respond well to change and pressure
· A meticulous approach and a high level of accuracy, demonstrating strong attention to detail
· A personable approach with a good telephone manner and communication skills
· Self-motivation and energy
· Strong planning and organisation skills
· Manufacturing industry experience
Responsibilities:
Please refer the Job description for details
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Outsourcing/Offshoring
Banking / Insurance
Customer Service
Graduate
Proficient
1
Banbury OX16 4XS, United Kingdom