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- Tasks: Lead a team of engineers to deliver top-notch customer service and manage repair processes.
- Company: Finning is the world's largest Caterpillar dealership, excelling in heavy equipment and power generation for 90 years.
- Benefits: Enjoy a competitive salary, 25 days holiday, annual bonus, and discounts on retailers.
- Why this job: Join a diverse team focused on customer satisfaction and continuous improvement in a supportive environment.
- Qualifications: Foundational engineering understanding with 3+ years in a technical role; advanced engineering skills preferred.
- Other info: Flexible benefits, mental health support, and a commitment to diversity and inclusion.
The predicted salary is between 42000 - 60000 £ per year.
Company:
Finning (UK) Ltd
Number of Openings:
1
Worker Type:
Permanent
Position Overview:
As a Service Manager, you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining a high standard of service delivery
Finning is the largest Caterpillar dealership world-wide, specialising in Heavy Equipment, Machinery, and Power Generation. We have been delivering unrivaled service for 90 years. We sell, rent, supply parts, service, and repair equipment and engines to customers in various industries, including mining, construction, petroleum, forestry, and a wide range of power systems applications.
Job Description:
Major Job Functions
- Understand the customer service need(s) and deliver the appropriate resources to execute the request expertly to deliver an experience for the customers that drives dedication by controlling the end to end repair process. Continuously maintain a clear, open and consistent communication with the customer throughout the service repair processes that delivers the lowest cost of ownership driving customer dedication and service growth. Dedicatedly keeps the customer informed throughout the process.
- Planning and supply resources to ensure fulfilment of the customers service needs utilising capacity and capability planning. Leading the end to end repair process from identifying the customer service need to accurately closing the work order and customer invoice. Ensuring adherence to service process and procedures to ensure consistent extraordinary customer service delivery. Takes the lead to ensure the health and safety of customers and service employees is the highest priority. Providing cover to ensure effective delivery of service to meet our customers needs and business needs.
- Creation of Service quotes up to 3,000 identified when carrying out service work such as PM or repair work, or service inspection or when advised by Finsight advisor.
- Direct management of engineers (4-8) mentoring, addressing performance issues and carrying regular 1-2-1 in line with the dealership policy. Provide guidance and mentoring to engineers to ensure delivery of high levels of customers satisfaction whilst maintaining service profitability.
- Uses customer feedback and key service metrics to continually improve the experience and deliver the desired business performance. Using data identified, can use the information to drive continuous improvements in customer experience and performance.
Benefits
- A competitive salary
- 25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday)
- Annual Bonus
- Laptop and phone
- Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers)
- Up to 7% pension
- Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
- healthcare benefits (medical, optical, hearing, dentistry)
- You will benefit from enhanced maternity and paternity packages and new child payments to support new parents, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards.
Specific Skills
- A strong sense of care for our customers ensuring they receive the best experience from Finning
- Good organizer
- Good communicator
- Champions for Safety
- Lives and promotes the Finning Values
- Knowledge
- Good knowledge of mobile and fixed equipment components and systems
- Financially/commercially aware
- Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
Knowledge
- Good knowledge of mobile and fixed equipment components and systems
- Financially/commercially aware
- Good knowledge of existing applications and systems desirable (DBSi Work order system, Finning Sales Tracker, SAP, FSAT, Vision Link, Masternaut, Cat SIS, 1-2-1 application, Product Support dealsheet)
Accountability
- Accountable for the health and safety of engineers and support staff when performing tasks. Ensure that the most cost effective and efficient solution is delivered ensuring high level of customer satisfaction.
- Fully accountable for correct allocation of cost and recovery of expense and working towards first time fix.
- Communicate to the customer throughout the entire service delivery process
Education and Experience
- Foundational Engineering understanding and qualification
- Ideally, Advanced level of engineering aptitude
- Minimum of 3 years experience in a technical or mechanical engineering role
- Previous experience in a similar role within similar industry environment desirable
Working Environment
Office based
At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package and various flexible benefits.
If you would like to work for a global organisation offering industry leading training and a competitive package, then apply online today
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.
Service Manager (Canterbury) employer: Finning International
Contact Detail:
Finning International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager (Canterbury)
✨Tip Number 1
Familiarise yourself with Finning's core values and customer service philosophy. Understanding their commitment to customer satisfaction will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of Finning, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that demonstrate your ability to lead a team and manage customer relationships effectively. Highlighting your problem-solving skills will set you apart.
✨Tip Number 4
Research the latest trends in the heavy equipment industry and be ready to discuss how they might impact Finning's operations. Showing that you're informed about the industry will reflect your genuine interest in the role.
We think you need these skills to ace Service Manager (Canterbury)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management and engineering. Emphasise your ability to lead teams, manage customer relationships, and ensure high standards of service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role's responsibilities. Mention specific examples from your past experiences that demonstrate your skills in managing teams and optimising service processes.
Highlight Relevant Skills: Focus on key skills mentioned in the job description, such as communication, organisation, and safety advocacy. Provide concrete examples of how you've successfully applied these skills in previous roles.
Showcase Continuous Improvement: Discuss any initiatives you've led or participated in that improved customer satisfaction or operational efficiency. Use metrics or feedback to illustrate the impact of your contributions.
How to prepare for a job interview at Finning International
✨Showcase Your Customer Service Skills
As a Service Manager, your ability to understand and meet customer needs is crucial. Prepare examples of how you've successfully managed customer relationships in the past, focusing on communication and problem-solving.
✨Demonstrate Leadership Experience
You'll be managing a team of engineers, so highlight your leadership skills. Discuss your experience in mentoring, addressing performance issues, and how you foster a positive team environment.
✨Familiarise Yourself with Relevant Systems
Knowledge of specific applications like DBSi Work order system or SAP is beneficial. Brush up on these systems before the interview and be ready to discuss how you've used similar tools in your previous roles.
✨Emphasise Safety Awareness
Safety is a top priority for Finning. Be prepared to talk about how you've ensured health and safety in your previous positions, and share any relevant experiences that demonstrate your commitment to this aspect.