Service Manager

AR699 - Service ManagerLocation: YateSalary: £34,000 - £38,000 + VehicleOverview:First Military Recruitment are currently searching for a Service Manager on behalf on one of our clients.The role involves directly overseeing and managing the delivery of service to customers through a team that includes a service planner and engineers. It requires ensuring the effective coordination of the engineering team, with a strong focus on safety, customer satisfaction, productivity, and efficiency. Additionally, the role serves as a point of escalation for both customers and the team, including the service planner and engineers, while also supporting and, when necessary, providing cover for the service planner.Our client strongly encourages applications from ex-military personnel but all candidates will be considered.  Duties and Responsibilities:

• Ensure adherence to all required safety standards 
• In conjunction with the service planner day to day management and coordination of a team of mobile engineers, focusing on productivity and efficiency. 
• Acting as the first point of escalation for field based mobile engineer team. 
• Work alongside General Manager to assess existing skillsets, and produce training plans and skill gap analysis to strengthen knowledge base. 
• Proactively work with existing customers to quickly resolve queries via email, phone calls - responding professionally and promptly to secure suitable commercial/engineering requirements. 
• Support with planning of service attendances, focusing on the commercial aspects of engineer utilisation, ensuring maximum efficiencies are achieved/maintained.  
• Maintain Engineer contact via regular phone/email communication. 
• Take ownership of vehicle fleet resources, working to develop smarter van stocks whilst ensuring equipment carried on engineer vehicles is well maintained and appropriate for contracted services. 
• Check & monitor Job sheets/Timesheets by implementing periodic reviews of Operations Monitor – discussing variances and raising efficiency potentials to senior management. 
• Maintain and develop relationships with supply chain partners, focusing on operational coordination – ensuring collections/deliveries are to maximum company benefit. 
• Proactively plan larger projects, focusing on sequencing and timings to ensure prompt and smooth execution of repair and new installation works.  
• Authorise overtime in conjunction with the General Manager - monitoring records for trends and improvement potential. 
• Monitor engineer holidays and sickness, ensuring planned work is accommodated by workforce. 
• Work alongside General Manager to set SMART SLA’s for the Door business, factoring regional workforces and engineering competence. 
• Analyse key operational information; contribute to production of meaningful and impactful KPI’s. 
• To perform any other reasonable duties that may be required from time to time within the scope of your knowledge, skills and ability. 

Skills and Qualifications:

• Someone with a keen eye on customer satisfaction
• Someone who is committed to a safety first culture
• Process driven with a focus on detail.
• Strong interpersonal skills and ability to network and build internal relationships.
• Motivational and communication skills.
• Technically minded; ability to understand engineering principles and concepts.

Location: YateSalary: £34,000 - £38,000 + Vehicle