Service Manager - Bangor

Your New Company

Our client is a fast-paced and innovative organisation with 40 years of expertise within their market sector.

Your New Role

The Service Manager role is a senior position within the company, responsible for department growth and managing the day-to-day activities of the Service Division, ensuring customer-focused, efficient and effective service delivery. Key duties and responsibilities include:

• Oversee Daily Operations: Manage the day-to-day activities of the service department to ensure efficient and effective service delivery, including a 24/7 out of hours service facility and being the first point of contact and control for emergency call-outs.
• Customer Satisfaction: Ensure high levels of customer satisfaction by building one-to-one customer relations, achieving delivery KPI's and by addressing complaints and resolving issues promptly.
• Team Management: Manage a team of service staff consisting of service engineers, workshop engineers, service coordinators and engineering apprentices. Provide guidance and support to improve operational and individual performance.
• Policy Implementation: Provide further development and implementation of administration policies and procedures to enhance the customer service experience, improve job management efficiencies and compliance with accounting and credit control practices.
• Performance Monitoring: Monitor team performance, service delivery KPI's, inventory management and performance of all suppliers and delivery partners, providing feedback and developing improvement plans.
• Strategic Planning: Develop and implement strategic plans to improve service efficiency and productivity. Analyse market trends, competitor activities and customer needs to identify growth opportunities and develop new business opportunities and areas for growth.
• Budget Management: Establish and monitor departmental budgets to ensure financial targets and objectives are met.
• Compliance: Ensure compliance with all relevant statutory health, safety and welfare regulations and industry technical best practice standards.
• Business Support: Provide support to the Contracts and Sales divisions through collaborative working, sharing of resources, warranty inspections and developing growth opportunities. Responsible for pricing all works ensuring margin targets and customer value is achieved. Tendering for Framework and PPM opportunities ensuring full compliance, identification of risk, quality and HSQE requirements.

What You'll Need To Succeed

In order to be considered for this role you will need to demonstrate the following skills, experience and qualifications:

• 5-10 years of proven experience in service management, with a strong understanding of service delivery processes and customer interactions, preferably within the municipal, industrial or facilities maintenance sectors.
• Ability to prioritise a varied workload and demonstrate efficient work task resource coordination.
• Proactive approach to resolving technical, commercial, resource and other daily issues that arise during the coordination and management of Service delivery.
• Comfortable being responsible and making required decisions for successful and safe job completion to customer expectations.
• Broad technical understanding relevant to the service industry - particularly in water, wastewater and pumping applications.
• Excellent interpersonal skills and communication skills.
• Strong collaborative skills with an ability to work effectively in a team environment.
• Ability to empower the service team through training, to improve their skills and knowledge, and providing them with the autonomy to make decisions that can resolve customer issues quickly and efficiently.
• Proficient in all Microsoft applications and use of CRM and FSM software and experience working with an ERP system.

Qualifications

• Third level Mechanical, Electrical or Business Administration degree/diploma or relevant experience in a similar field considered.
• Full clean driving licence.

What You'll Get In Return

This role offers a comprehensive salary package of up to £45000 (DoE) for working a 39.5 hour week. Your time will be split between the Bangor HQ and the option to WFH 1 - 2 days per week. A work laptop and phone will be provided. The role also offers a fantastic platform for development opportunities and career growth.

What You Need To Do Now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.