Operations & Service Manager

  • Category
    Construction and Property - Operations Manager
  • Location
    Cannock, Staffordshire
  • External Reference
  • OrganizationType

Operations & Service Manager
£50,000 - 60,000 per annum

Job Summary:
*Service & Operations manager is responsible for the day-to-day and strategic activity linked to servicing, maintenance, fault-finding, Field Installation Engineers, Calibration and Workshops. Providing a strong link across the organisational functions of Sales, Commercial Product Marketing and Finance.
*Responsible for a 22 strong team of mobile professional, technology led individuals whose role it is to install, calibrate and support market leading technology through demonstrable leadership, drive the development of talent and a continuous improvement culture to deliver first class customer experience.

Major Job Functions:
*Operations - Lead the operational behavioural culture towards best practice and promote success internally and externally. Become a recognised leader in the area of EHS&Q. Support initiatives and lead in displaying safe practices, regional LAT and toolbox talks throughout the business where necessary. [20% of Time].
*Service - service organisation and culture that drives customer loyalty working collaboratively with all areas of the dealership to deliver the desired business performance. Lead the cultural change to bring about a service organisation that consistently delivers a high level of customer service. [10% of Time].
*Workshop - Deliver consistent, high quality workshop and field-based customer experience. Ensure that all areas of responsibility are customer focused and have customer loyalty at the centre of decisions. Take corrective action where appropriate and look for initiatives to continually improve loyalty scores. Lead customer loyalty through excellence in customer service by developing collaborative relationships. [10% of Time].
*Installation Engineers, with the support of the Installation Team Leaders - effectively manage the workload and team of installation engineers. [10% of Time].
*Application Engineers with the support of the technical training and installation manager - effectively manage the workload and team of calibration engineers and support activity in the Professional Services area. [10% of Time].
*Workshop Technicians, with the support of the workshop administrator effectively manage UK and Ireland workshops regarding equipment preparation, repairs, and hire returns. [10% of Time].
*Employee Management, manage the team experience and ensure holistic team development and employee satisfaction through succession planning, build of skills matrix, regular performance feedback which is linked to the organisations people strategy. [10% of Time].
*Continuous Improvement
*Warehouse & Workshops, responsible for the management of all aspects of warehousing, parts, and workshop
*Sales Support
*Customer Support, Support customer support function of the business to assist and resolve customer orders, expectations from installing orders to service, maintenance and repairs
*Commercial & Product Management Support
*Operational Support - Provide support throughout the Partnerships / Customer supply chain processes to enable sustainable and class led customer experience to be an enabler to service delivery.

*Customer Focus
*Cultivates Innovation
*Drives Results
*Commercial Mindset
*Decision Quality
*Situational Adaptability
*Develops Talent

Specific Skills:
*Advanced Microsoft Office.
*Advance Service Scheduling Experience and new system implementation
*Experience of implementation of service scheduling management tools within a service environment.
*Experience of managing field and / or workshop teams.
*IOSH / NEBOSH Health and Safety
*Ability to build high performing teams to develop capability and capacity within the team
*Excellent communicator and skilled influencer
*Customer driven
*Highly collaborative
*Builds engagement
*Promotes accountability
*Delivers breakthrough performance

*Whilst not essential experience of construction equipment would be preferred.
*Whilst not essential experience of construction equipment technology would be preferred.
*Experience of the ground survey / digital field equipment would be preferred.
*Knowledge of service scheduling tools and Service Team communications such as PDA's.
*Commercial understanding with the ability to understand levers to achieve ROIC
*Knowledge of customer satisfaction, metrics and methodologies

*Accountable for safety of all service employees
*Communicate the service strategy to employees
*Service / Workshop Team.
*Installation Engineers
*Application Engineers
*Dotted line to Professional Services.
*Operations and Service Costs
*Warehouse, Stock Security, Stores control and inventory support.
*Service EBIT = Measures to be agreed
*Service expense (SGA) to budget. Service revenue £TBC

Education & Experience:
*Batchelor's Degree or Equivalent.
*Experience in working within an OEM Dealer Environment.
*Experience in operational leadership experience in a customer facing role with demonstrable success
*Champions Safety through visible leadership together with IOSH Managing Safety qualification and already a member of Local Action Team
*A skilled and experienced coach that gets the best from the team to achieve results, ideally accredited (desirable)

Spring Engineering are an equal opportunities employer
Spring Engineering Solutions (a trading name of Roevin Management Services Limited) acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Spring Engineering Solutions is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Mathew Chamberlain