My client are looking for a Service Manager who will be responsible for setting up a service department to provide after sales service for company products (e.g., installation, warranty, servicing, selling filters, cleaning products, service contracts, resolve technical issues etc.)
The Service Manager (following training and induction etc.) will then recruit for service agents, field engineer, trainer over the course of time; time frame to be dictated by how the service business grows.
The position will report to our Operations Director. Once the Department is established, fully operational and adding value, over time the Service Manager could progress to Head of Service.
The Service Manager will be academic and have a technical background with 5 years' experience in the service industry - probably coming from small appliance, electrical appliances, water industries and will know how to set up an efficient and effective service model. Candidate background could be a qualified electrician, central heating engineer, gas engineer - who has progressed into a service manager role or is ready to take the next step in their career as a Service Manager (but must have the right skills and experience).
Must have vision and be able to work strategically with strong people management skills. Must be able to analyse data.
The Service manager is responsible for the concept, implementation and operation of the newly created Service Program. In the initial stages the role will focus on developing service strategy in conjunction with the management team and Head office and working closely with our external service provider in order to deliver a seamless transfer of the operation into an in house operation with no reduction in service level. The scope includes Service program management, recruitment and development of an inhouse Service Technician, authorized dealer development, pricing & program management.
? Develop, execute and manage the Service Model
? Introduce KPIs to actively monitor service level
? Set up and operative the service department as a profit center ( pricing, programming & profitability)
? Develop and implement plan to bring external service in-house with close alignment with Head office requirements.
? Recruit and develop the role for an in house Service Technician in close collaboration with the external service provider
? Develop and recruit authorized service network for UK markets
? Insure minimum corporate standards & governance
? Establish Intercompany Interlinks Core Activities
? Managing and developing the technical customer service process to ensure a high level of service delivery and liaison to both customer and end consumers utilizing both external service agents and at least one employed technician and potentially more in the longer term
? Responsible for evaluating and further developing a highly skilled network of service providers that will purchase parts and finished goods to meet the needs of consumers.
? The service providers who are able to action repairs, servicing and installation to a high standard will be classified as Authorized Service Provider's (ASP's). Service conducted by anyone other than an ASP typically voids the warranty.