Manage and supervise daily operation of Service Department staff, including Service desk staff, workload planning, co-ordination of urgent/technical support issues, critical breakdown escalations, service engineer utilisation/deployment, use of sub-contract staff where applicable.
Accountable for RFS workflows and resolution timelines and maintaining accurate data in their CRM database – Salesforce.
Optimize service process in order to improve customer satisfaction.
Communicate to customers in a clear, concise and timely manner.
Drive KPIs through the Department and reporting on service KPIs.
Follow up customer satisfaction surveys.
Manage cost control within the Service Department.
Focus on service policy development and implementation – including service plans & warranty packages.
Employee coaching and career development within a performance driven culture.
At least 3 – 5 years of Service Management experience within a manufacturing / engineering background.
Strong electrical or mechanical background.
Good understanding and knowledge of CNC machine tool technology is desirable but not essential.
Ability to work within and lead a team to achieve common goals.
Good communicator both verbally and written.
Ability to handle multiple priorities, organise workload and meet deadlines.
Fully conversant with Microsoft Office suite of software.
Salesforce user desirable but not essential as training will be given.
24 days holiday includes Christmas shutdown period, plus Bank Holidays
Company Pension Scheme with 5% employer contribution
Anna had a very good understanding through a long standing relationship with Key Recruitment.
I found Anna offered a variety of roles not just by job title but by skill set & experience. Effectiveness of fe...read what all our candidates say.
Anna understood my requirements very well, it wasn’t a chore talking to Anna which sometimes it can be when talking to recruitment agents. Anna was attentive without being instrusive or demanding.
In the ...read what all our candidates say.
Sue understood my requirements perfectly, she asked lots of questions from the first conversation to ensure she understood exactly what I required and made the effort to get to know me personally. Sue was very straigh...read what all our candidates say.
"We wanted to thank Anna for securing her candidate with us. He has settled in well and jumped straight in at the deep end for the first few days. Thank you very much and we are glad we have got him."