Planning and Dispatch Manager in Derby

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge, we exist to make life-saving technology accessible for more people. To make a true difference for our customers – and to save more lives, we need team players, forward thinkers, and game changers. Are you looking for an inspiring career? You just found it.

Location: Remote with some travel

Job Purpose: To champion and drive forward efficient operation support within the planning & dispatch team to achieve an exceptional level of customer support, service and care. To develop relationships with key influencers both internally and externally. To work as an integral part of the Service team to ensure a first-class customer service is always provided, whilst adhering to customer SLA’s.

Functions:

• Manage the day-to-day operations of the Planning & Dispatch team, with overall responsibility for all team administration.
• Drive operational efficiency through the implementation and optimisation of software solutions and streamlined processes.
• Foster a culture of service excellence by monitoring and managing KPIs, providing coaching and support to team members, and maintaining clear, effective communication across the business.

Key duties and responsibilities:

• Create and manage agreed weekly monthly KPI reports and a general overview of service desk priorities.
• Design and manage to track daily workload through Dashboards, ensuring the teams workload are distributed fairly.
• Collate customer intelligence & communicate regularly with service contracts department, along with service management team and sales where required.
• Work with Managers within Service to ensure data is cleansed and continuously audit overall system.
• Support & lead progress within the various service excellence initiatives to increase efficiency and customer centricity across the service desk.
• Manage and maintain planning & dispatch team processes and make necessary corrections as and when required.
• Actively drive service desk activity to be conducted within customer SLA’s.
• Promote & provide a highly professional level of customer service at all times.
• Be an advocate of continuous learning and improvement by encouraging regular feedback through promoting an open, honest working environment for all.
• Maintain an active communication channel for customer feedback to be valued and understood.
• Actively contribute and monitor the ‘account management’ initiative across the team.
• Liaise with customers both verbally and in writing to follow up engineer’s site visits where an escalation has been required.
• Build and maintain strong relationships with internal departments to deal with all customer queries in a timely manner.
• Review and manage team capacity report, use the report to predict future capacity.

Quality System Duties and Responsibilities:

• Build Quality into all aspects of their work by maintaining KPI compliance.

Knowledge/Skills/Experience:

• Experience working in a similar leadership role in a customer services environment.
• Coordination/scheduling experience.
• Excellent organization skills with ability to plan workload effectively, cope well under pressure, meeting objectives & deadlines.
• A positive, problem solver approaching difficult tasks with a can do attitude to drive performance of others daily.
• Excellent attention to detail, with the ability to drive the correct solution for the right situation through to completion.
• Able to demonstrate use of initiative.
• An understanding of the importance of delivering excellent customer service.
• Exceptional communication skills both written and verbal, with an excellent telephone manner.
• Active listener, with the ability to quickly gain rapport and trust across all levels.
• Highly self-motivated, excellent team player, able to develop strong relationships with colleagues and peers.
• High levels of passion, enthusiasm and a willingness to learn.
• Good working knowledge of Microsoft Office products (Excel, Outlook and Word).

Preferred:

• Knowledge of SAP.
• Knowledge of Salesforce.
• Experience of Working from home in a remote role.

About us: With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.