Job Description

Performance Measures:

• Provide support and leadership to the Service team
• Ensure there is prompt and efficient coverage for breakdown and service contracts
• Deliver growth through excellent service delivery
• Ensuring monthly delivered revenue targets are met (including growth expectations) by effectively managing the Service team
• Meeting new business targets and key performance indicators
• Regular reporting of all targets and KPIs to the Managing Director

Key Tasks:

• Participation at Management Meetings
• Ensure product knowledge, and all Service Engineers and coordinators maintain technical expertise
• Co-ordinate product installations, relocations and audits including the organisation of third-party vendors where necessary to complete the process
• Ensure the customer receives the highest level of service support and aftercare
• Maintain the motivation and professionalism of the department (Service Engineers and coordinators)
• Ensure good communication between the Customer Services, Sales, Marketing, Training, Logistics and Service Teams
• Identify and react to customer complaints and technical problems and determine the appropriate action to be taken
• Identify and deliver new service business developments and technical training opportunities
• Work in conjunction with the Sales, Marketing, Training and Service Teams to develop new business opportunities to grow the service business
• Assist in the development, deployment and maintenance of the Service Department's procedures, policies, ERP and CRM systems
• Set objectives for the Service Team both collectively and as individuals and deploy the necessary workforce to achieve these objectives
• Identify new business opportunities
• Build and maintain customer relationships
• Think and work strategically, setting aims and objectives to develop and improve the business
• Through leadership, ensure mutual achievement of targets and objectives by supporting the service management.Assess team performance through appraisals
• Writing reports and analysing relevant business data

Required Knowledge, Skills, and Abilities