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The One Group
,
Peterborough, Cambridgeshire
Service Manager
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Job Type: Full-time |
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Overview
Due to growth an exciting opportunity has arisen for a Technical Service Manager to join a company who operates within the Special Purpose market. They are a young vibrant company who have a lot of drive and are very ambitious. The role As a Technical Service Manager you will be responsible for driving the success of the service team through support and expertise. The role will include managing a team of Field Service Engineers and supporting customers with any queries they may have along with working closely with the Sales team in order to ensure leads are being passed through and actioned. Additionally, the role supports Project Managers with planning site surveys, installations, services etc. Some travelling will be required. We are looking for a candidate who is not only technically minded and understands the technical issues that can arise in a service role but also have a commercial awareness along with being strategic and have excellent planning/organisational skills. You will also be responsible for delivering training in order for your team to be most effective/efficient. Lead, manage and develop a team of Field Service Technicians and support staff in order to provide resources and expertise for support of system installations, commissioning and technical support. To ensure timely telephone / email support is provided to Service Engineers and Customers during office hours and to ensure technical issues are documented, tracked and closed out accurately in the appropriate systems. Develop appropriate processes and approaches to resolve issues using the right expertise capability. Carry out training as and when required To ensure technical issues are recorded, tracked and resolved in a timely manner to meet customer requirements. To ensure root causes accurately and systematically identified through clear steps and lessons learned fed back to the appropriate department to eliminate or reduce likelihood of recurrence. Be involved in the planning and ensure theirs enough Services Engineers to carry out the work. To ensure good communication is carried out to the end user. Escalate complex issues to senior management, present recommendations on solutions. Work alongside the Project Management team to assist with development of Service Products to enhance the company's overall service offering and generate more capital. Work closely with the Project Management, Operations, and Quality teams to ensure work is carried out in a smooth manner. Control costings Be accountable for establishing, reporting and maintaining relevant departmental KPIs Candidates should be qualified in a relevant engineering discipline (Mechanical/Electrical/Electronic), have extensive customer facing experience along with having at least 5 years' experience within a Service role ideally Management and be commercially aware and strategic when planning. Candidates who have implemented KPI's and training schedules would be an advantage. We are looking for an enthusiastic team motivator who strives to succeed and has a passion for customer service. Should you be interested in the above role please apply.