About the job
* My client is seeking a dynamic and experienced Service Manager to lead their service department, ensuring operational excellence and outstanding customer satisfaction. This role requires strong leadership, strategic planning, and a customer-centric approach to drive continuous improvement and business growth.
Responsibilities
* Lead, mentor, and develop a high-performing service team, fostering a collaborative and innovative culture. Conduct regular performance reviews, provide constructive feedback, and support professional growth to help team members reach their full potential.
* Serve as the primary point of contact for all service-related customer interactions, ensuring prompt and effective solutions. Proactively promote and negotiate new service contracts to drive revenue growth and strengthen client relationships.
* Work closely with the Service Coordinator to forecast annual service schedules, ensure timely renewal of contracts, and maintain accurate documentation.
* Provide expert technical assistance to customers, engineers, and internal teams. Ensure that service engineers have the necessary tools, spare parts, and resources to resolve customer issues efficiently.
* Oversee the allocation of service engineers, ensuring the correct paperwork and job details are assigned. Manage time effectively in collaboration with the Service Coordinator to optimise productivity and minimise downtime.
* Maintain strict oversight of service kits and parts, ensuring accurate tracking, job allocation, and returns to Stores. Promote a culture of accountability within the engineering team.
* Champion a customer-first mindset, prioritising service excellence, responsiveness, and long-term client satisfaction.
* Work with the Commercial Manager to develop and implement a training matrix, ensuring all service personnel remain fully compliant with industry standards and company requirements.
* As a key member of the management team, attend monthly meetings to discuss service department performance, strategic improvements, and any other operational requirements.
* Identify opportunities for process optimisation, efficiency gains, and service enhancements to strengthen the department’s performance.
* This role may require additional ad hoc tasks and projects as business needs evolve.
Key Skills
* To excel in this role, the ideal candidate will demonstrate a combination of technical expertise, strong communication skills, and a customer-focused approach, ensuring the smooth and efficient operation of the service department.
* A strong understanding of service department operations is essential, with experience in engineering preferred.
* Ability to effectively liaise with service engineers, the service coordinator, customers, and other departments to ensure seamless operations