Service Manager/ Service Desk Manager

Description

This role is office based, you will be managing a team of engineers, who carry out service calls and fault rectification visits.

Key points of the role:

- Plans and schedules work with a minimum of 3 months in advance, based on working efficiently and

productively to meet Preventive Maintenance (PM)schedule for customers in the allocated regional area.

- Ensures response of emergency call outs and unscheduled work as they arise, allocation of work in the most

efficient and cost-effective way while meeting customer's Service Level Agreement (SLA)

- Plans and schedules the out of hours on-call rota to ensure we meet Service Level Agreements (SLA) for all

customers.

- Organises return calls - quotes, resources, parts, and logistics to ensure remedial work is completed within

Service Level Agreement (SLA) timescales specific to customer.

- Ensures each work order is closed and available to raise invoice to customer.

- Creates new service plans on Logtek, once instructed by sales team and informs Field Service team.

- Fosters a positive team spirit, motivating team members to deliver high standards of work and celebrates

success.

- Analyses productivity, scheduling, and financial reports through Logtek and Navision, with support of the

Branch Manager to build action plans to constantly drive high service standards.

- Reviews performance with Engineer team against Key Performance Indicators and objectives.

- Identifies training and development needs of the team and ensuring the required training is planned and

reviewed.

- Addresses poor performance, disciplinary and grievance matters in line with Company policies and

procedures.

- Ensures team understand health and safety requirements and work in a safe manner at all times, ensuring

they have the correct PPE, uniform and equipment required for the assigned work.

- Provides excellent customer service when responding to customers.

- Builds strong, professional relationships with customers, suppliers, and internal personnel form other

departments.

- Manages time and attendance through HoRizon system (HRIS)

- Confirms overtime payments for team and sends authorisation to HR team for payroll processing within

payroll deadlines.

- Reviews and authorises Business expenses and sends to Accounts for payment (in line with Business

Expenses matrix approval)

- Liaises with QHSE Manager for quality audit purposes and the correct disposal of used parts/equipment

Ad ID: 5416999073