Customer Service Platform Manager MUK

Key tasks and responsibilities:

• To develop and grow our GFKA after sales (parts, service and services) business by:

  • Collaborating with the BDM - National to develop new and existing fleet customers throughout the UK and Ireland, building strong relationships at all levels within customer organisations, ensuring regular contact at the most senior level

  • Driving customer satisfaction through the delivery of exceptional service support (commissioning, servicing, troubleshooting and repairing machines within compressed timeframes)

  • Driving customer reliance on compelling asset-life solutions (genuine parts, attachments & fluids, certified labour, connectivity, finance, extended warranty and the CSP platform)

  • Collaborating with our dealers to ensure that they are fully conversant with the CSP platform and are equipped and willing to deliver service support within compressed timeframes

  • Collaborating with our Manitou Centre(s) and in particular the Service Manager(s) and Service Controller(s) to ensure that they are delivering parts and service support within compressed timeframes

  • ‘Solid-line’ management of a team of CSP Engineers taking care of their welfare, training, equipment and performance management. Operationally, the engineers are ‘dotted-line’ managed by our Service Controller(s) within our Manitou Centre(s)

  • Collaborating with our digital team to ensure the use of data to guide our proactive behaviours (fault code trending etc.)

  • Overseeing the collaboration between our CSP administration and CSP execution teams/dealers to ensure timely and effective execution of:

    • Service works

    • Repair works

    • Campaign works

    • Warranty works

    • Warranty administration

Skills and Experience:

• Good communication, organisational, and basic IT skills

• Ability to manage a small team of people/field based engineers

• Technical knowledge of machinery, engineering and would be beneficial to have knowledge of Manitou products.

• Able to work under own initiative.

• Working in a technical environment desirable but not essential.

• Google suite experience desirable but not essential.

• Ability to work within a very friendly, personable but purposeful team.

• Open, honest, hardworking team player of high integrity and able to communicate effectively both internally and externally.