Our client is looking for an experienced Service Manager to lead their After-Sales and Service Engineering function. This is a key leadership role responsible for ensuring the timely and efficient delivery of after-sales service and parts sales to both customers and internal stakeholders, while driving the strategic growth and profitability of the Service department.
As a Customer Service Manager, you will be responsible for:
* Leadership of and direct responsibility for the Service Engineering Team.
* Implement and own Service schedule and delivery plan, including all aspects of H&S / RAMS.
* Implementation and project management of Service strategy.
* Market analysis of Service potential and routes to market.
* Develop Service business model, policies and procedures.
* Oversee training, certification compliance and maintain skills matrix of Engineering team.
* Responsible for Warranty claim management.
* Responsible for developing Service packages.
* Responsible for Service operational KPI consolidation and reporting.
* Profit and Loss and target setting responsibility for Service.
* Any other duties as and when required by Senior Management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals
* This list is not exhaustive and can be added to, to meet the needs of the business.
The ideal candidate will have:
* Commercially astute with strong managerial qualities and have the ability to become a role model for the department.
* The ability to positively communicate at all levels within the business.
* Strong Customer facing skills, with the ability to create ‘win-win’ solutions.
* Strong commercial, numerical and analytical abilities.
* Pragmatic thinker and solutions orientated.
* The ability to drive continuous improvement whilst maintaining engagement.
* Ability to work in a fast-paced demanding environment.
* Ecommerce experience would be advantageous.
* Competent in Microsoft Office packages and ERP systems.
Person Specification
* Time-served Customer Service Manager with an Engineering background
* Proven experience in budget control, cost analysis, and KPI management