We are seeking a Service Manager with strong engineering skills to join our team and play a pivotal role in providing aftermarket support for our industrial damper solutions. The Service Manager is responsible for leading our small aftermarket site service team to ensure the activities are planned and structured to meet our customers’ expectations and requirements.
This role involves overseeing technical support, job/project planning, costing and quoting, site-based maintenance, inspection and reporting, managing customer relations, and ensuring compliance with industry standards. The role will require occasional offshore working, and the candidate must be willing to undertake the pre-requisite training and be prepared to work offshore where required.
Key Responsibilities:
* Lead and manage the site service team, fostering a culture of excellence and continuous improvement.
* Be identified as the customers’ main point of contact for all site service-related enquiries, quotations, and projects.
* Allocate and plan resources to meet customer expectations.
* Review customer requests and enquiries and undertake estimates and quotations.
* Support and undertake site surveys and inspections generating reports and recommendations to support future flow of work.
* Plan service activities and define the activities to be completed.
* Complete risk assessments and method statements of the activities required, including submissions to comply with our obligations under CDM regulations.
* Support and guide the service team in troubleshooting, maintenance, and repair of damper products both on-site and remotely.
* Lead service-related projects, including installations, upgrades, and retrofits of damper systems.
* Develop project plans, set milestones, and manage budgets to ensure timely and within-scope delivery.
* Coordinate with cross-functional teams to align service activities with overall business objectives.
Person Specification
Qualifications:
* ONC / Level 3 Qualification (or higher) in Mechanical or Electrical Engineering or a closely related field.
Experience:
* Proven experience in a similar role within an engineering business, ideally having worked within the Power Generation/Oil & Gas sectors.
* Experience in customer support in a service role or equivalent.
* Able to demonstrate where they have provided support for technical products.
Technical Skills:
* Able to interpret technical information, specifications, and drawings.
* Strong technical aptitude and the ability to comprehend complex engineering specifications.
* High levels of competency using Microsoft Office software, particularly Microsoft Excel.
Communication Skills:
* Excellent verbal and written communication skills.
* Ability to convey technical information to both technical and non-technical stakeholders.
* Strong interpersonal skills for building and maintaining customer relationships.
Collaboration and Teamwork:
* Ability to work collaboratively with cross-functional teams, including sales, engineering, manufacturing, and project management.
* Demonstrable teamwork and willingness to assist colleagues to achieve common goals.
Customer Focus:
* Customer-centric approach with a keen understanding of customer needs and the ability to provide tailored solutions.
* Experience in dealing directly with customers and addressing their site challenges.
Organizational and Time-Management Skills:
* Strong organizational skills with attention to detail.
* Ability to solve problems and break activities down into defined steps.
* Ability to manage multiple tasks simultaneously and meet customer/project deadlines.
Problem-Solving Abilities:
* Analytical and problem-solving skills to interpret customer requirements and recommend suitable solutions.
* Proactive approach to identifying and resolving potential challenges and site-based problems.
* Flexibility and adaptability to evolve solutions to site problems.
* Openness to learning and staying updated on new technologies and industry trends.
Professionalism:
* Professional demeanour and conduct in dealing with clients and colleagues.
* Commitment to maintaining high ethical standards in all aspects of work.
Motivation and Initiative:
* Self-motivated with a proactive approach to tasks.
Work location will be at our Headquarters facility in Eastwood, Nottingham (UK).
We offer:
* An attractive salary, benefits package, and profit-related bonus.
* Contributory Pension Scheme.
* 25 Days Annual Holiday.
* Public Holidays.
* Flexible scheme of working hours (flexi-time).
* A genuine opportunity to develop yourself in an exciting business atmosphere which puts tough demands on both yourself and the Company.
Reference ID: DTLUK-SERVICEMANAGER-10/24
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