Job Title: Service & Installation Manager
Location: South England
Salary: Competitive depending on experience
Job type: Full time, Permanent (37.5 hours per week)
This position is fast paced and challenging. It is key to a successful Service & Installation Department, pivotal in daily operations and vital to ensuring their Sales and Service offerings to their customers are safe, efficient, high-quality and reliable, setting the industry benchmark.
Success will be achieved through effective and efficient management of field-based engineers, team leaders, senior engineers and external contractors.
Work will need to be accurately delegated and completed on time, to plan and within budget, ensuring their customers’ expectations are met or exceeded whilst ensuring the business budgets are achieved.
Key Responsibilities:
Service
- Manage engineers’ productivity, work levels and quality of work, assisting with technical advice & training where required
- Develop and train a professional team, able to meet and exceed the expectations and requirements of their customers, through regular communication, constructive feedback and appraisal using a variety of channels
- Ensure engineers are working within company and legal requirements for Health and Safety
- Ensure customer SLA’s are attained
- Assist in the rectification of outstanding works and provide warranty support for the company’s products
- Provide phone and onsite support to Engineers and Sales
- Work with the Technical Department and HQ, to analyse, report and resolve product quality issues
- To be actively involved in the hiring and training of new engineers and to liaise with the Training Manager to ensure training sessions are scheduled accordingly
- Liaise with the Gas Compliance &Training Manger to ensure that all Engineers are audited at least twice per year
- Provide technical input on invoicing and engineer paperwork
- Manage in-house machine repairs for machine swaps
- Managing van stock and special tooling requirements
Installation
- Ensure Engineers and Contractors are working within company and legal requirements for Health and Safety
- Manage the Approved sub-contractor register, ensuring all legal and technical requirements for approval are kept up to date
- Attend meetings as required in promoting the business and support installation works to achieve customer handover and satisfaction
- Ensure the Company’s registration with Safe Contractor is kept up to date and compliant
- Liaise with the Gas Compliance &Training Manger to ensure that all sub-contractors are audited at point of installation at least twice per year
General
- Lead cross-functional problem solving and planning, to ensure team performance, optimum efficiency and customer satisfaction through issue resolution
- Build and maintain excellent working relationships with Key Account stakeholders
- Manage customer complaints through to successful resolution
- Implement continuous improvement and operational efficiency by introducing best practice procedures, clear lines of responsibility and accountability
- Look for and generate growth opportunities for the business
- To make recommendations that will reduce the costs and improve the efficiency and profitability of the service and installation activities
- Any other reasonable duty, activities or responsibility as may be business
The Candidate:
- Experience of service delivery in fast paced/ changeable and pressurised environments
- Performance management
- Wide range of engineering and facility services experience
- Plumbing and heating qualified at least to City & Guilds
- Gas qualified in Commercial and Laundry
- Managing field based and back office teams
- Managing P&L
- Experience of managing contracts and clients
- Experience in dealing with customer complaints
- Familiarity of working to ISO 9001 QMS
- Familiarity with continuous improvement methodologies and Lean processes
What They Offer You:
They will provide full product training at their Hitchin and Barcelona offices. You will be a member of a strong, supportive team. In addition to this they offer:
- 25 days holiday
- Private Medical
- Company Car (VW Passat Estate)
- Pension
- Life Assurance
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with previous experience and job titles of; Service Technician, Electrical Engineer, Engineer, Engineer, Field Service Engineer, Technician, Service Engineer, Electrical Maintenance Engineer, Installation Engineer, Repairs Engineer, Maintenance Engineer, Multi Skilled Engineer, Maintenance Technician, Multiskilled Engineer, Field Service Technician, Site Maintenance Engineer will be considered for this role.
