Service Supervisor – Thame, Oxford
We are a and manage over 25% of the UK’s acute bed and mattress fleet, working with more than 150 hospitals across the UK and Ireland.
Guided by our core values of Respect, Teamwork, Excellence, Commitment, Integrity and Trust, we believe that our people are what makes us great, which is why we offer a high level of support to ensure that employees are able to succeed. Our teams work closely together to support each other internally as well as providing a trusted service and partnership to our customers.
We are now looking for a Service Supervisor to join us and support our team based in Thame, Oxford, providing essential support and services to our customers.
Your Role:
To provide day-to-day leadership to the on-site technicians to ensure contractual obligations are fulfilled and the product fleet is managed accordingly.
A self-motivated individual with the ability to manage others locally is absolutely essential, whilst maintaining first-class customer service. You will provide strong leadership and motivate the team to achieve high standards. You will manage job priorities, ensuring the focus remains on H&S, SLAs, and the ongoing monitoring of processes and procedures. You will demonstrate the ability to communicate at all levels and monitor the data relating to service provision, highlighting trends and taking action.
Specifically, duties will include:
– Management of the Medstrom product fleet
– Tracking daily and updating the availability and status of products within internal systems
– Actively manage the team to ensure customer SLAs are met, and monitor response times daily to ensure adherence to customer SLAs
– Ensure jobs are actioned and closed in real time to minimise billing and usage errors
– Monitor staff training, ensuring all staff have the skills to perform their duties to a high standard
– Ensure that HR policies in relation to vehicles, timesheets, holiday requests, complaints procedure and expenses are understood and actively reviewed
– Assist with the prioritisation of jobs so that response times are achieved
– Ensure that the Service Centre flows well and that safe operation of the site is guaranteed
– Ensure that health and safety and safe electrical working practices are followed
– Management and production of the shift plan
– Be an active member of the service management team and actively contribute to a culture of continuous improvement, actively seeking ways to improve processes and save costs
– Ensure that equipment remains safe to use and that calibration/servicing is performed
– Plan ahead to include management of holidays and training to ensure we meet customer demand
– Contribute to and/or manage projects and initiatives as directed
– Assistance with cover as required – e.g., holiday cover, PPM, audits as needed
Working hours are 37.5 hours per week, which will include some weekend working and the potential to participate in on-call when required.
Experience Required:
To join us as a Service Supervisor, you will need:
– Technical knowledge and experience of Medstrom product fleet would be an advantage
– Experience of leading/managing teams and resolving issues
– Experience within a customer-facing environment
– Experience within medical devices / a healthcare environment would be preferred, but not essential
– Thorough understanding of health and safety principles
– Full UK driving licence required
– Strong organisational and communication skills
– Excellent customer service skills
– Very good IT skills with a sound knowledge of the Microsoft Office suite
– Ability to work both as part of a team and to be self-motivated
– A DBS check (or the willingness to complete one)
In addition to the salary and related benefits, you will join a company that has grown extensively within the last five years and, through our unique ownership model, is continuing to grow, whilst offering great career opportunities for those who are keen to progress.
Medstrom are an equal opportunities employer, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business, and we believe that the more inclusive our environments are, the better our work will be.
Medstrom operates a zero-tolerance policy to any harassment, of any kind, towards our colleagues.