Service Manager

Description:

This role involves overseeing the service department and managing the technical team, including recruitment, performance evaluation, and day-to-day leadership.

The Service Manager will also be responsible for reviewing and improving operational policies, systems, and procedures to ensure optimal efficiency. The ideal candidate will be organised, analytical, and possess strong leadership abilities.

Duties & Responsibilities:
To perform this job successfully, the Service Manager must be able to perform the following:
Delegating and directing service tasks and monitoring the progress of current projects. Track and repot on technical team productivity. Service targets. Implement technical strategy in responsible regions. Managing service team members to ensure the team's objectives, services and sales goals are met. Team time management and scheduling Leave management Territories Targets Planning of technician trips: Local Cross border Productivity reports on technical team members and monthly reporting to Technical Director. Bi-annual KPI reports on service department staff and reporting through to Technical Director and HR department. Auditing work on customer service to ensure the company's high standards, efficiency, and productivity goals are met.(Surveys/ customer follow ups) Identify gaps in current processes, amend and implement required changes to improve efficiency within the department. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers. Monitoring department issues and client complaints to create methods to lessen recurring issues. Customer site visits where required. Maintaining strong relationships with manufacturers, dealers, and sales representatives. Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes. Working in collaboration with our "system third party vendor" (BPO), implement Tech Connect, identifying and ironing out any issues. Daily liaison with the Technical Director. Inter department liaison: Finance Admin Stores Sales Coastal Printing (machine repairs) To establish the levels of staff required to the established budgets and budget outcomes set. Interview, select, hire and arrange relevant training for new Service Department staff. Helping to train new employees in company processes and procedures. Set up and enforce service induction plan and continuous service training programme