Service Manager

Service Manager required on a permanent basis to join an industry leading engineering and manufacturing business.

Are you looking for an exciting opportunity at the forefront of off highway machine technology? Do you have a background strategically controlling aftermarket technical support to customers? Have you got experience of working in a fast paced technical Engineering / Operations environment? If you are seeking an exciting challenge then this is the role for you!

As the Service Manager you will be responsible for leading the team of Technical Support Engineers to deliver local aftermarket support on construction vehicles and products built in the UK, to dealers and direct customers. Focus will be team member development, on satisfactory resolution of technical & warranty issues (and of related commercial issues where appropriate), on ensuring issues in the field are reported to the factory with sufficient detail to enable problem resolution, and on development of dealer aftermarket capabilities.

Key responsibilities:

Lead, train and develop direct reports through effective coaching; regular review of objectives and succession planning within the team.
Develop and implement a training structure to ensure all our external and Internal staff are trained to the highest standard.
Ensure that all field reports complete detailed visit reports including photo's and video's for each visit carried out.
Ensure that all external technicians are fully utilised and a clear pre week visable on their upcoming activity.
Work closely with the Aftermarket Business Development Manager to grow sales.
Ensure Health and Safety polices are adhered to by all team members
Ensure that the Q-Pulse system is up to date and actions completed. Ensure that all field based engineers report issues onto the Q-Pulse system. Work with the Quality team to ensure conclusions are reported swiftly.
Help manage the Technical Support Department budget, ensuring expenditure is understood and justified.
Work closely with the Internal Service department to ensure the engineers in markets and the dealer / fleet aftermarket teams are properly trained and equipped with appropriate information and tools to resolve issues locally.
Support the implementation of the 3 Crown programme (or similar) by reviewing and reporting on dealer aftermarket strengths and weaknesses with the Aftermarket Business Development Manager.
Develop and deliver strategies to improve dealer aftermarket capabilities, in fault finding and repairs, and in warranty policies and procedures, to maximise product up-time and customer satisfaction
Maintain regular communication with key dealers / customers around the world to enable early warning and resolution of issues before they escalate
Manage technical and related commercial issues that cannot be resolved by the local engineers, working with those engineers and the Internal Service department to reach satisfactory resolutions in a timely way.
Manage the flow of information into the factory relating to field issues, to ensure (eg) appropriate diagnostic actions are undertaken locally and results provided as part of issue reporting process.
Work with Internal Service department to agree on the priority of complex issues requiring wider factory support to resolve.
Manage the process of approving requests for technical policy decisions, assuring there is sufficient technical and commercial justification and that other options are explored as appropriate.Experience required:

Full driving license
Passport
GCSE or equivalent pass grades in English and Maths.
Degree or equivalent in an Engineering, Technical or Business discipline would be advantageous.
Proven experience in an Aftermarket leadership role, working with dealers and customers.
Previous experience working for an OEM producer of construction equipment would be highly desirable but not essential.
Proven experience of coaching and leading teams or projects.
Strong leadership & organisational skills
Excellent written and verbal communication skills, with the ability to succinctly and effectively articulate information
Good standard of PC skills, specifically MS Office packages
Ability to prioritise the technical concerns and issues of customers from many locations.
Ability to remain composed during tough times.
Able to work independently
Good interpersonal skills to be able to form effective relationships with dealers and customers, and build a team that is not co-located.
Business courage, allowing this individual to appropriately resolve difficult issues with team members and customers without escalation.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business