About Us: MasterMover Ltd is a world-leading manufacturer and supplier of electric tugs, providing innovative material handling solutions to a wide range of industries. Our commitment to quality, safety, and exceptional customer service has driven our growth and success globally. We are looking for a dynamic and experienced Service Manager to join our team and lead our field service operations to new heights.
Job Overview: As the Service Manager, you will be responsible for overseeing and improving the delivery of our field service operations team. You will ensure that all after-sales support, maintenance, and repair services are executed efficiently and to the highest standard, ensuring customer satisfaction and operational excellence. This role requires a strong leader with excellent organisational skills, technical knowledge, and a customer-centric approach.
Key Responsibilities:
1. Lead and manage the field service operations team.
2. Develop and implement service strategies to improve customer satisfaction, service efficiency, and profitability.
3. Oversee the scheduling and delivery of maintenance, repair, and installation services.
4. Monitor key performance indicators (KPIs) to ensure service level agreements (SLAs) are met or exceeded.
5. Manage service contracts, warranties, and customer support agreements.
6. Collaborate with the sales, logistics, and production teams to ensure seamless customer service.
7. Ensure compliance with health and safety regulations and quality standards.
8. Provide training and development opportunities for the service team to enhance skills and knowledge.
9. Act as a key point of contact for escalated service issues, resolving them promptly and effectively.
10. Continuously seek ways to improve service operations, leveraging technology and process improvements.
Key Requirements:
1. Proven experience in a service management or operations management role, preferably within the manufacturing, engineering, or material handling industry.
2. Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
3. Technical background or strong understanding of machinery, mechanical or electrical systems.
4. Excellent communication and customer service skills, with a commitment to delivering exceptional service.
5. Ability to analyse data, monitor KPIs, and drive continuous improvement.
6. Familiarity with service management software and CRM systems.
7. Strong organisational skills and the ability to manage multiple priorities.
8. Knowledge of health and safety regulations and best practices.
9. A proactive and problem-solving approach with a focus on operational excellence.
What We Offer:
1. Competitive salary and benefits package.
2. Opportunities for career progression and development within a growing company.
3. A dynamic and supportive work environment.
4. The chance to be part of a global leader in material handling solutions.
If you are a results-driven Service Manager with a passion for delivering outstanding service and leading a dedicated team, we want to hear from you.
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