Overview
:
First Military Recruitment are currently searching for a Service Manager on behalf of one of our clients.
The Service Manager is responsible for planning, overseeing, and enhancing the efficiency of Service Operations. This role ensures that both strategic and operational objectives are achieved through the effective implementation of targeted initiatives. Additionally, the Service Manager oversees all departmental processes, ensuring they are consistently followed to maintain high levels of customer satisfaction and uphold a positive company image.
Our client strongly encourages applications from ex-military personnel but all candidates will be considered.
Duties and Responsibilities:
1. Lead and support the Technical Service Department in all aspects of daily operations
2. Manage ISO and UKMHA accreditations to ensure the desired level of compliance is maintained at all times.
3. Responsible for the ISO 9001, 14001 and 45001 management Systems, accreditation administration, in addition to all accreditations held by the business.
4. Develop and maintain a comprehensive resource plan for the workshop, including strategies to optimise bay loading and operational efficiency
5. Ensure effective planning and utilisation of workshop facilities, bays, tools, machines, and diagnostic equipment, with a focus on optimal workspace layout and workflow design
6. Regularly review workshop service pricing and, with prior approval from the Aftersales Director, adjust to remain competitive within the market
7. Prepare and submit weekly and monthly operational reports as required
8. Oversee recruitment and onboarding of new staff, including the development of tailored induction plans
9. Manage, coach, and motivate the service team to maintain a high standard of performance and service quality
10. Collaborate with team members to set personal development objectives and define actionable steps to achieve them
11. Monitor and control departmental costs, ensuring alignment with budgetary goals
12. Track and optimise employee productivity and performance metrics
13. Address and resolve customer dissatisfaction related to workshop services, including handling complex complaints
14. Oversee accurate planning and task allocation for all workshop jobs
15. Ensure adherence to predefined job times and service standards
16. Maintain availability and readiness of all essential technical tools and diagnostic equipment
17. Ensure the workshop is kept clean, organised, and compliant with safety and operational standards
18. Implement and monitor quality control processes for completed workshop jobs, ensuring QC targets are met
19. Provide engineers with guidance and support in identifying the correct parts and accessories
20. Ensure proper handling and return of defective parts related to complaints and warranty claims
21. Monitor and manage Work in Progress (WIP) to meet company-defined targets
22. Participate in Daily Production Meetings to stay aligned on service and operational goals
23. Attend \”Orders in Hand\” and sales meetings to report on job progress to the Aftersales Director
24. Create and review individual Personal Development Plans (PDPs) for engineers
25. Conduct regular one-on-one performance reviews with engineers
26. Continuously assess and improve engineer efficiency
27. Oversee and support the development of workshop apprentices through regular review and mentoring
28. Ensure all quotations and estimates are prepared accurately and in a timely manner
29. Attend relevant training courses to maintain up-to-date knowledge and technical skills
30. Maintain close communication with the Parts Department to coordinate timely parts availability and bookings
Skills and Qualifications:
31. Possession of a valid full driving licence
32. Extensive experience in MHE (Material Handling Equipment) Aftersales operations
33. Strong technical background with in-depth industry knowledge
34. Ability to provide effective remote technical support
35. Proven experience in personnel management and team leadership
36. Demonstrated competence in managing customer and supplier relationships
37. Solid understanding of MHE networks and sy