Position not right for you?
Share it with someone you know.
Head of Service - Ability
Reference: NOV20249640
Expiry date: 23:59, Fri, 10th Jan 2025
Location: Poole
Salary: Competitive
Benefits: Pension, Health Cash Plan, Cycle to Work Scheme, Employee Discount, Values Award, Holidays
Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Main Purpose of Role
As Head of Service - Ability, you will lead the growth of the Ability Service & Spares offering, focusing on achieving monthly targets, annual budget objectives, and long-term growth strategies. Your responsibilities will span developing innovative service solutions, establishing a high-performing, remotely managed field service capability, and delivering exceptional customer experiences.
Your commercial expertise, negotiation skills, and collaboration with senior management will be critical in developing partnerships, driving revenue growth, and ensuring operational excellence. Working closely with senior management and other divisional teams to align service objectives with broader business strategies. Foster collaboration across the organisation, ensuring the Service & Spares function integrates seamlessly into the company’s overarching goals.
Key Accountabilities
* Attainment of monthly, annual revenue, profit margin, and growth targets.
* You will define and bring to make new revenue generating service offerings including but not limited to:
o Start-up service to include the connection and gassing of split units.
o Warranty validation (commissioning and set to work).
o Extended warranty service contracts.
o Annual service contracts.
o Remote optimization services.
o Remote diagnostic services.
o Spare part and out of warranty labour.
o Upgrade scheme for end-of-life products.
* Develop and execute a 5-year business plan for profitable growth in service and aftersales.
* Negotiate and manage contracts with internal teams and external stakeholders to secure favourable terms for the business.
* The core products supported will be those offered via the contracting and specification channels and will exclude the wholesale channel support. Specifically, Fan Coils, Heat Pumps, Ventilation and direct electric heating products sold as a part of a system connected or otherwise.
* You will be expected to deliver and manage a resource of internal and external 3rd party aftersales engineers.
* You will be responsible for setting measuring and reporting on SLAs with direct and 3rd party engineers.
* You will be responsible for the spare parts management and sales to ensure maximum GM is achieved.
* With specific responsibility for all service activities, the role holder will be managing the performance of the company’s staff and management through effective key performance indicators, targets, and goal settings.
* Provide leadership for problem resolution to facilitate fast high levels of customer satisfaction.
* Manage lean process to improve quality, cost reduction, complete and on-time delivery, safety, customer satisfaction, employee relations and improved performance measures.
* Foster collaboration throughout the organisation, demonstrating a deep understanding of stakeholder objectives and priorities, and understanding the benefit and importance of strong central / local collaboration.
* Positively communicating activities / business updates to engage colleagues in the company strategy.
* Take part in the organisation’s business planning process, including budget setting for the Service and aftersales function, and helping to finalise the organisation’s overall income generation target.
* Representing the company in disputes, where appropriate.
* Ensure compliance with standards for cost control, margin management, waste reduction, quality, SHEQ and complete and on-time delivery at the lowest possible cost.
* Responsible to ensure out of hours service levels are maintained to ensure highest level of customer service and satisfaction.
Skills, Knowledge and Experience
Essential Criteria
* Experience in a senior management role including responsibility for management of an entire function.
* Management experience in the HVAC service and aftersales, manufacturing, and contracting environment.
* Proven success in driving change in commercial approach, margin control, operational excellence, cost reduction and labour utilisation.
* Well-developed analytical skills including budgeting, financial reporting, and management of variances.
* Knowledge of Health & Safety practices, F Gas, regulations, building regulations, procedures, and regulations.
* Curious and always looking for ways to improve.
* Able to take ownership of tasks.
* Demonstrates honesty and integrity.
* The ability to plan-ahead, set goals and organise effectively to achieve objectives.
* Customer focused and driven to exceed excellence.
* Flexible and adaptable to change.
* Team player who encourages positive communication and respect.
Travel
As part of this role there will be occasional travel across the UK, Ireland Germany and France, destinations which may require occasional early starts and late finishes.
Glen Dimplex Values
At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:
* Think Customer
* Care About People
* Keep It Simple
Acknowledgement
This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
#J-18808-Ljbffr