Service Contract Manager

Paterson Recruitment
Birmingham, West Midlands
17 Jun 2017
17 Jul 2017
Contract Type
Full Time

Based in Birmingham, the Service Contract Manager will organise a team of Field Service Engineers and internal Service Team Administrators.
The following are day to day responsibilities involved in the Service Contract Manager role;

  • Effectively manage a team of Field Service Engineers and Service Team support staff to ensure team objectives and sales goals are being achieved.
  • Offer exemplary customer service, including maintaining customer relationships by upselling products and services and taking care of any customer concerns or complaints in an efficient and professional manner.
  • Have knowledge of and be able to implement/maintain service contract software.
  • Assist with or perform associated administrative tasks.
  • Develop working knowledge of industry regulations, restrictions, and laws, and ensure that the service department adheres to all regulations.
  • Maintain the service administration department, including managing the service team administrators and evaluating the efficiency of the administration function.
  • Resolve service enquiry problems and improve current service methods to increase productivity and customer service.
  • Monitor department issues and client complaints to define patterns and work to lessen those recurring issues and improve efficiency.
  • Undertake regular work audits for both Field Service Engineers and Service Team Administrators to ensure that a high level of customer service is being provided, to ensure all standards are met and that service and /or repair work is carried out effectively, correctly, and thoroughly.

We are looking for the following attributes within the suitable candidate for this position;

  • Service contract management experience.
  • Knowledge of the fire, safety and security industries.
  • Management experience and / or qualifications.
  • Strong customer-facing skills.
  • Strong written and verbal communication. Expert level in Word, Excel, Outlook and Powerpoint. Self-Motivated.
  • Troubleshooting skills.
  • Creative Problem-Solving.
  • Degree in Business or Administration an advantage.