About Crown Lift Trucks Ltd
Crown Equipment Corporation has been a leader in the material handling industry since the 1960s, known for its innovative electric lift trucks. We offer a wide range of products from pallet trucks to high-lift VNA trucks, focusing on safety, efficiency, and ergonomics.
Our brand promise is: "Crown designs, manufactures, distributes, services and supports material handling products that provide customers with superior value."
Quality and teamwork are core to our success. Our company culture emphasizes performance and quality in every forklift we produce.
We provide diverse career opportunities across various professional and vocational roles at our headquarters, manufacturing facilities, and branch networks.
Job Description
We are seeking a manager responsible for leading a team of skilled service engineers, with a focus on improving service quality and customer satisfaction.
The role involves managing and continuously improving Field Service Resident Site activities, ensuring safety and effectiveness, and maximizing customer satisfaction and business benefits.
Resource Management
* Review engineer performance with the Regional Service Manager.
* Conduct weekly review meetings with FSE/STS/RSE.
* Assess engineer headcount needs monthly.
Profit and Loss
* Monitor costs and revenue in the service area.
* Analyze full maintenance contracts monthly, review bottom 20% performers, and develop action plans.
* Oversee warranty claims, invoice queries, and manage rejections for improvement.
Operational Efficiency
* Ensure all scheduled PMs are completed timely.
* Maximize first-time fix rates and daily job throughput.
* Aim for a 10% annual growth in chargeable revenue.
Customer Relations
* Adhere to Service Level Agreements.
* Coordinate with Customer Service Managers to meet expectations.
* Follow up on complaints, identify root causes, and implement corrective actions.
Service Reviews
* Conduct regular reviews of key customer accounts.
Reporting & Administration
* Manage Infolink accounts and establish reporting routines for team members.
Safety & Risk Management
* Promote workplace safety and maintain safety checks.
* Reduce incidents by analyzing root causes and ensuring FSMs follow up on incidents and product issues.
Person Specification
Essential Skills:
* Minimum 5 years' experience in forklift service environment.
* Proven management of remote teams.
* Strong communication, negotiation, and organizational skills.
* Ability to interpret data and mentor staff.
* GCSE grade C or equivalent in English and maths.
* Full UK driving license.
Desirable Skills:
* Experience in forklift service (not essential).
* Engineering qualification.
Vacancy Details
Hours of Work: Monday to Friday, 8 hours per day.
Company Vehicle: Company car and fuel card, with private use option.
Holidays: 25 days holiday.
Pension: Company pension plan.
We value our employees and offer various benefits including a company car, pension, holiday entitlement, discounts, and support programs.
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