Service Manager

Service Manager

Company Name: Straightset

Email Address: julia.blake@straightset.co.uk

JOB ROLE
This is a unique opportunity for a candidate to join our established family run business within a busy Service Department.

RESPONSIBILITIES
• Managing an office based customer service team,
• Managing a nationwide field service team of 40+ engineers and 30+ subcontractors to deliver best in class service
• The applicant should be able to demonstrate from experience how they improved customer satisfaction for Preventative maintenance (PM) contracts and breakdown customers
o Reduced total down time
o Improved 1st response times and 1st time fix
o Reducing life costs of assets
o Analysing statistics or other data to determine the level of customer service your organisation is providing;
• Responsible for the P&L, able to demonstrate how they improved profitability by reducing costs and increasing operational efficiencies
• Implementing best in class projects to reduce costs and proactive change management
• Identify and develop new revenue streams with respect to service offerings
• Determine and set customer pricing strategy
• Formulate and Implementing training plans for field engineers and ensuring compliance align to corporate strategy
• Responsible for implementing the company’s Health and Safety policy
• Managing coordination of warranty claims and discussion with suppliers
• Conducting business reviews with key customer groups to overview contracts, results, future strategy, service improvements and opportunities, on a routine basis align with customer requirements
• providing help and advice to customers using your organisation’s products or services;
• investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
• Following up with customers for contract renewals
• Assisting sales in Tender Submissions (for service element costs)
• Involved / Experience in recruitment for customer service and field service teams
• Some national travel maybe required

KEY SKILLS
• Proven Management skills
• Excellent communication skills with colleagues, suppliers and customers.
• Ability to manage and meet deadlines and goals.
• Proactive
• Organised
• Detail orientated
• Action / Delivery Focused
• Computer literate
• Customer facing
• Leadership skills
• Dealing with difficult people

PACKAGE
• 23 days holiday + bank holidays
• Attractive salary based upon experience
• Training
• Onsite parking

ABOUT STRAIGHTSET
Straightset are Independent Garage Equipment Experts, with over 30 years’ experience in the design, supply, installation and servicing of garage equipment into car & commercial workshops across the UK. Our office hours are 8.30am – 5.30pm Monday to Friday.