Full-time Lift & Escalator Service Manager Location: Medway Hours of Work: Monday to Friday 8am to 5pm My client are a leading provider of lift and escalator services, committed to delivering exceptional maintenance, repair, and modernization solutions to our clients. The company prides itself on its dedication to safety, quality, and customer satisfaction. Job Overview My clients seeking an experienced and highly motivated Lift & Escalator Service Manager to join their growing team. The successful candidate will be responsible for overseeing and managing all aspects of our service department, both in the office and in the field. This role requires a strong leader with excellent organizational skills, technical knowledge, and the ability to manage multiple priorities while ensuring customer satisfaction and meeting company KPIs. Key Responsibilities Service Department Management: Oversee and coordinate all service department activities, including maintenance, repairs, and emergency callouts Develop and implement strategies to improve service efficiency and quality Ensure compliance with safety regulations and company policies Monitor and analyze department performance metrics Team Leadership: Manage, motivate, and mentor a team of office staff and field engineers Conduct regular performance evaluations and provide feedback Identify training needs and implement professional development programs Foster a positive work environment and promote teamwork Client Relations: Serve as the primary point of contact for key clients Build and maintain strong relationships with clients Address and resolve client concerns and complaints promptly Conduct regular client meetings to ensure satisfaction and identify opportunities for improvement KPI Management: Establish, track, and report on key performance indicators (KPIs) for the service department Develop action plans to address underperforming areas Implement strategies to consistently meet or exceed KPI targets Present KPI reports to senior management and stakeholders Client Portal Management: Oversee the use and management of client portals Ensure accurate and timely data entry into client portals Train staff on proper use of client portals Utilize portal data to improve service delivery and client satisfaction Reporting and Documentation: Prepare and distribute monthly spreadsheets and reports to relevant stakeholders Ensure all service documentation is complete, accurate, and up-to-date Analyze data to identify trends and areas for improvement Develop and maintain standard operating procedures for reporting processes Financial Management: Oversee the invoicing process for service and callouts Ensure timely and accurate billing for all services rendered Monitor and control department expenses Contribute to budget planning and forecasting