Customer Service Manager
5 days ago
Doncaster
Our client is looking for an experienced Service Manager to lead their After-Sales and Service Engineering function. This is a key leadership role responsible for ensuring the timely and efficient delivery of after-sales service and parts sales to both customers and internal stakeholders, while driving the strategic growth and profitability of the Service department. As a Customer Service Manager, you will be responsible for: • Leadership of and direct responsibility for the Service Engineering Team., • Implement and own Service schedule and delivery plan, including all aspects of H&S / RAMS., • Implementation and project management of Service strategy., • Market analysis of Service potential and routes to market., • Develop Service business model, policies and procedures., • Oversee training, certification compliance and maintain skills matrix of Engineering team., • Responsible for Warranty claim management., • Responsible for developing Service packages., • Responsible for Service operational KPI consolidation and reporting., • Profit and Loss and target setting responsibility for Service., • Any other duties as and when required by Senior Management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals, • This list is not exhaustive and can be added to, to meet the needs of the business. The ideal candidate will have: • Commercially astute with strong managerial qualities and have the ability to become a role model for the department., • The ability to positively communicate at all levels within the business., • Strong Customer facing skills, with the ability to create ‘win-win’ solutions., • Strong commercial, numerical and analytical abilities., • Pragmatic thinker and solutions orientated., • The ability to drive continuous improvement whilst maintaining engagement., • Ability to work in a fast-paced demanding environment., • Ecommerce experience would be advantageous., • Competent in Microsoft Office packages and ERP systems. Person Specification • Time-served Customer Service Manager with an Engineering background, • Proven experience in budget control, cost analysis, and KPI management, • Project Management experience, • Full UK driving licence