Area Service Manager

Gloucester Area

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 Role Purpose

• To manage a team of Service Engineers in terms of meeting agreed financial and operational targets, customer service levels and defined after sales processes.

• Ensuring a high financial turnover and optimised productivity of Service Engineers by applying standard procedures, controlling instruments and meeting routines.

 

Role Responsibilities

• Maintain an optimal infrastructure (human resources, skills and tools) to deliver agreed customer service levels, financial after sales targets as well as defined operational after sales KPI’s in close relation with service support functions (dispatch / service administration / service controlling / technical training) and sales.
• Ensure a high financial turnover and optimise productivity of Service Engineers applying standard procedures, controlling instruments and meeting routines.
• Report on agreed financial and operational targets (KPI’s) in regular Regional Area Service Manager meetings.
• Continuously improve service contract management in close relationship with service support functions (dispatch/admin/controlling).
• Conduct scheduled review meetings with customers where required and proactively deal with and solve any issues including customer complaints and invoice queries.
• Ensure adherence to defined after sales processes and procedures in close relationship with service support functions.
• Ensure optimal team motivation and well being of the team (Service Engineers) needed to achieve defined target performances. This should be through regular 1:1’s, yearly appraisals and ensuring all training identified is delivered.
• Ensure engineers work within agreed Health and Safety guidelines.
• Continuously seek for and help to implement best practice processes to achieve maximum customer satisfaction, efficiency and profitability.
• Help to grow the after sales business by identifying business opportunities within the existing customer base in close conjunction with Service Sales.

Site & Travel Requirements 

• Locations to include:
  • Bristol, South Wales, Swindon, Daventry, Wolverhampton and Peterborough
• Frequent UK travel with occasional overnight stays

Role Requirements 

Skills:

• IT literate, in particular Microsoft office
• Strong numeracy and analytical skills
• The ability to manage and coach people at all levels and remotely
• A self-starter to manage their operational requirements, time management and qualification requirements/ theory learning
• Organised, excellent timekeeper
• Ability to work under pressure, putting the customer at the heart of what we do

Qualifications:

• A good level of general education is required with passes in English and Maths

Experience:

• Somebody who can demonstrate some exposure to the customer service sector
• Management experience
• Engineering knowledge
• Exposure to SAP operating systems
• Perceived ability to progress

Mobility:

• Full valid current driving licence. This role will be field based and the successful candidate will be expected to work in any area of the region as required

Competencies 

• Analysis
• Business acumen
• Customer orientation
• Influencing
• Negotiation
• Accountability
• Initiative
• Communication
• Passion
• Integrity
• Respect