Job Description
This individual will be responsible for the development & growth of the customer service department and will be a key member of the Management team. They will be responsible for creating and driving strategies based on customer requirements and market data in line with the overall business strategy in building a service department that is second to none for the EMEA region. It will be a priority to ensure that providing consistently high levels of customer service places the customer as the main business focus. The individual must have an eye for detail with a desire to improve processes and efficiency but ultimately deliver visible and tangible results to benefit the customer through empowerment of the internal/external staff.
Accountabilities
Responsibilities
Measures
Technical Support
* To provide technical support, training and guidance to ensure that all planned and reactive requirements are completed within KPI’s, SLA’s and applicable governance and standards.
* To build a robust technical team that works hand in hand with Sales for a collaborative approach.
* To recognize when change is required through Change Management and working with other departments.
Measures:
* Accuracy
* On Time
* Risk awareness
Management Reporting
* Ensure we have the correct FTE level for Service engineers.
* Assess the price structure for all services compared to our competitors and report findings.
* Assess the Spare Price list compared to our competitors and report findings.
* To report across both businesses all our call out visits.
* Create KPI Scorecard against strategy and report progress and risks to the Operations Management team.
* To ensure our distributors are fully supported and upskilled to be self-sufficient and effective within their market.
Measures:
* Customer Satisfaction
* Time and Cost effective
Service Processes for UK and Export
* Be fully compliant on all processes and Regulatory requirements for UK and Export.
* Be fully abreast with the COP for all equipment.
* Create and adapt SAP reporting as and when required.
* Able to extract data from SAP to carry out any investigatory requirements.
Measures:
* Customer Satisfaction
* Quality
* Ease of use
* Accuracy
Customer Service Department in line with Business Strategy
* Review current service department model to ensure sustainable growth and support for our customers.
* Represent Customer Service in leadership meetings for all products and services.
* Represent Customer Service in any projects or transformation programmes within the wider business.
* The main point of customer contact for major projects & escalations.
* Support the team to help deal with service projects.
Measures:
* Stakeholder satisfaction
* Customer satisfaction
* On time deliverables
Sales through Service
* To develop and implement a sales through service strategy including but not limited to:
* Service Contract packages
* Critical Spares packages
* Out of office support
* Multi time zone support
Measures:
* Customer Satisfaction
* Quality
* Ease of use
* Accuracy
Productive & Motivated Team
* Motivate and update all team members with regular business updates.
* Carry out regular 1-2-1’s.
* Set SMART Objectives for team members.
* Coach and Support team members to identify and address staff training and feedback.
* All aspects of People Management.
Measures:
* Performance Management
* Targets Met
Specific Skills
* Technical experience in Metal Detection, Check Weigher and X Ray machinery.
* Proficient use of Microsoft Word, Excel, Outlook is essential.
* Proficient use of SAP is essential.
Personal Attributes – the jobholder will need to demonstrate:
* Proactivity and initiative (including the ability to anticipate and resolve potential problems and challenges).
* Confidentiality and integrity.
* Flexibility and the ability to respond well to change and pressure.
* A meticulous approach and a high level of accuracy, demonstrating strong attention to detail.
* A personable approach with a good telephone manner and communication skills.
* Self-motivation and energy.
* Strong planning and organisation skills.
* Manufacturing industry experience.
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