YOUR MAIN RESPONSIBILITIES

We are currently recruiting for a Service Leader to join our Team in London & South. They will be the primary point of contact for customers within the business unit and is responsible for an area of Field Operations within a Region. The Service Leader is responsible for managing all resources within their prescribed area in line with the Company rules, to meet the business targets for the Branch and ensure customer satisfaction. Measured variables include:Safety and Quality requirements and standards, Customer communication, portfolio retention and renewal, Business productivity & cost management and Employee recruitment and team development. This is a full time and permanent role.

WHAT YOU’LL BE DOING:

• Optimising the Region’s staffing of service Engineers and Technicians, by planning the personnel needs, including route organisation, workloads and training. Matching skills with route requirements and assign/delegate appropriate workloads, develop and sustain team spirit
• Managing maintenance portfolio from the service contract acceptance to the collection of bad debts including follow-up actions
• Delivering repair sales targets as determined by the Regional Director
• Executing leadership to Engineers and Technicians in matters of customer and employee satisfaction, adding value to the business, quality of work and operational efficiency
• Managing and follow-up actions of customer claims and complaints
• Conducting periodic quality and safety audits and inspections to ensure service levels and customer satisfaction
• Having accountability for the identification and resolution of sick or rouge units, supervise and follow-up of work performed, including developing plans for sick units in cooperation with the Regional Technical Specialist
• Managing chargeable repairs from offer/sale to completion including the collection of bad debt along-side the credit control team
• Managing non-chargeable repairs to control costs as best as possible
• Supporting sales lead activities in the recovery lost units and the conversion of new Schindler products approaching warranty expiration date
• Supporting employee on the job training and skills development, including safety training and tool box talks in coordination with the Regional Technical Specialist and FQE
• Conducting at least monthly ‘drum beat’ meetings as a group or one to one as required with first line reports
• Working in accordance with established Company Occupational Health, Safety and Environmental policies, procedures and Schindler Core Values to ensure compliance with current UK legal requirements and Schindler Group Safety requirements
• Attending all relevant Training Sessions
• Carrying out all works in accordance with the Company’s Quality Corporate Policy
• Contributing to the Company’s Safety Objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to its Safety Management System