Job Details

Job Ref :
 
Job Title :
Service Manager 
Job Category :
Posted :
13/08/2017 17:58:44 
Company Name :
Forces Recruitment Services 
Location :
Basingstoke, Hampshire, England 
Benefits :
DOE 
Salary :
£40k - 45k per year + DOE 
Security :
Other 
Description :

An exciting opportunity for a Field Based Service Manager has become available to work for a global provider of an integrated range of hardware and software solutions, consultancy and support services to the cash processing industry. You will be responsible for the day to day management of 19 UK Service Team members working in the customer sites and for identifying improvements within the business, jointly managing the costs of servicing and supporting our products in a way that enables us to delivery higher levels of support whilst significantly reducing the cost of providing a first class service to our customers.

Applications from ex-military personnel (Royal Air Force, Royal Navy, British Army, and Royal Marines) are strongly encouraged.

Key activities;

  • To identify, define and implement the service improvement strategy to ensure that the needs of the business and our customers can be effectively tracked and the tangible value measured.
  • To align the approach to service to ensure focus on: *Optimum performance of the sorter fleet, *Sorter spares supply chain and cost of supply, *Escalation management, *Documentation and process, *Training & development & *Preventative and planned maintenance
  • To standardise the roles and responsibilities of the service teams
  • To deliver standard processes to maximise service provision ensuring engineers become more efficient and professional in meeting the needs of our customers.
  • To deliver consistent reporting and measuring of standards which enable meaningful analysis and like for like comparisons of product performance within the region.
  • To deliver a consistent approach to technical documentation to remove duplication of efforts and re-inventing the wheel site by site.
  • To deliver a robust and consistent approach for product upgrades (hardware and software).
  • To manage and implement changes to escalation processes to allow technical escalations to be prioritised against business/customer impact and to be consistently managed and reported.
  • To manage the service P&L to deliver a lower cost base.
  • To transition the focus of the engineering team to maximising the profitability of our equipment/customer base.
  • To minimise the spares inventory levels in line with business requirements.
  • To identify products where performance/profitability is outside of expected ranges and works with support teams to define and implement corrective actions to maximise profitability.
  • To deliver process, system and other improvements to ensure that engineers are trained to the highest level to maximise their skills and efficiency.
  • To assist in delivering a remote diagnostics roadmap which allows the business to expand the value it can add to our customer base and to protect revenue streams and maximise profitability.
  • To work closely with the relevant customer base and ensure that all elements of the service contracts are being delivered in the most effective and professional manner.
  • To engage with the customer to ensure that relevant feedback on our service provision is gathered at regular intervals and appropriate remedial action is taken.
  • To meet with the customer on a regular basis and ensure full collaboration on all business and commercial activities.
  • To provide consultancy services to resolve technical/commercial issues causing poor product profitability.
  • To ensure a high level of training, development and motivation within the team.
  • To manage and approve team expenses and identify and implement cost saving strategies.
  • To be responsible for ensuring that suitable and appropriate technology solutions are identified and utilised to maximise operational efficiency
  • To produce information and management reporting on key customer performance indicators in line with service level agreement obligations.
  • To produce a project plan and track the performance of the business and report on a monthly basis.
  • To always act and behave in a way compliant with all company guidelines and policies, especially those relating to values and behaviours, environmental health and safety, ethics and codes of conduct.
  • To support the behaviour of working as a team, sharing best practice and collaborating with colleagues outside of own sphere of business.
  • To ensure full participation in the performance management processes and maintain an up to date record of all training and development activities/programs

Qualifications & Experience;



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