Job Title: Service Manager
Salary Range: 40,000 – 46,000
Department: Technical
Location: Milton Keynes and Glasgow
Position Overview:
To provide efficient and effective day-to-day management of the Service facility including relevant operational functions. To provide a high level of customer service.
Key Activities:
1. Ensure that the company Health & Safety, Environmental policies and HR Policies and procedures are always complied with in a fair and consistent manner.
2. Ensure that all new starters, temporary and permanent, are recruited, trained, and inducted in line with the company policy.
3. Responsible for ensuring the necessary service quality levels meet within the required company KPI’s.
4. Effectively manage the service centre team members to ensure team objectives are being carried out and met.
5. Ensure that regular meetings/toolbox talks take place with employees to encourage feedback and to share new ideas in a consistent manner.
6. Contribute and foster a culture of continuous improvement with all department staff.
7. Understand and maintain external customers service levels.
8. To be responsible for ensuring the service centre building facilities are reported and maintained to agreed levels.
9. Ensure all relevant risks and issues are communicated to Senior Management in a timely manner.
10. Displays working knowledge of industry standards and practices, including product details and company services offered.
11. Ensure all accidents and injuries are reported and investigated promptly and correctly and that any follow up actions are implemented in a timely manner.
Specific Activities:
1. Responsible for communicating the daily report to all relevant staff.
2. At all times be responsible for the safety of yourself, other staff and visitors.
3. Collate, report, and communicate on a regular basis department KPI’s.
4. Responsible for ensuring customer queries are actioned and communicated in a timely manner.
5. Ensure all repair data is correctly entered onto BPCS.
6. Responsible for maintaining a high level of housekeeping and cleanliness in all relevant areas.
7. To create and review service courses required for technicians based on the training matrix and business needs.
8. Assist with the review of spare parts ordering to maintain appropriate stock levels of spares.
9. To be responsible for annual stocktake of spare parts at the service centre.
10. To ensure that warranty claims are investigated and logged within agreed timescales.
11. Must assist in performing any additional assignments and duties as required by the needs of the Business as directed by Senior Management.
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