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AR748 - Service Manager

Location: South Petherton 

Salary: £50,000 - £55,000

Overview:

First Military Recruitment are currently searching for a Service Manager on behalf of one of our clients.

The Service Manager is responsible for planning, overseeing, and enhancing the efficiency of Service Operations. This role ensures that both strategic and operational objectives are achieved through the effective implementation of targeted initiatives. Additionally, the Service Manager oversees all departmental processes, ensuring they are consistently followed to maintain high levels of customer satisfaction and uphold a positive company image.

Our client strongly encourages applications from ex-military personnel but all candidates will be considered. 

Duties and Responsibilities: 

Lead and support the Technical Service Department in all aspects of daily operations
Manage ISO and UKMHA accreditations to ensure the desired level of compliance is maintained at all times.
Responsible for the ISO 9001, 14001 and 45001 management Systems, accreditation administration, in addition to all accreditations held by the business.
Develop and maintain a comprehensive resource plan for the workshop, including strategies to optimise bay loading and operational efficiency
Ensure effective planning and utilisation of workshop facilities, bays, tools, machines, and diagnostic equipment, with a focus on optimal workspace layout and workflow design
Regularly review workshop service pricing and, with prior approval from the Aftersales Director, adjust to remain competitive within the market
Prepare and submit weekly and monthly operational reports as required
Oversee recruitment and onboarding of new staff, including the development of tailored induction plans
Manage, coach, and motivate the service team to maintain a high standard of performance and service quality
Collaborate with team members to set personal development objectives and define actionable steps to achieve them
Monitor and control departmental costs, ensuring alignment with budgetary goals
Track and optimise employee productivity and performance metrics
Address and resolve customer dissatisfaction related to workshop services, including handling complex complaints
Oversee accurate planning and task allocation for all workshop jobs
Ensure adherence to predefined job times and service standards
Maintain availability and readiness of all essential technical tools and diagnostic equipment
Ensure the workshop is kept clean, organised, and compliant with safety and operational standards
Implement and monitor quality control processes for completed workshop jobs, ensuring QC targets are met
Provide engineers with guidance and support in identifying the correct parts and accessories
Ensure proper handling and return of defective parts related to complaints and warranty claims
Monitor and manage Work in Progress (WIP) to meet company-defined targets
Participate in Daily Production Meetings to stay aligned on service and operational goals
Attend \"Orders in Hand\" and sales meetings to report on job progress to the Aftersales Director
Create and review individual Personal Development Plans (PDPs) for engineers
Conduct regular one-on-one performance reviews with engineers
Continuously assess and improve engineer efficiency
Oversee and support the development of workshop apprentices through regular review and mentoring
Ensure all quotations and estimates are prepared accurately and in a timely manner
Attend relevant training courses to maintain up-to-date knowledge and technical skills
Maintain close communication with the Parts Department to coordinate timely parts availability and bookings
Skills and Qualifications:

Possession of a valid full driving licence
Extensive experience in MHE (Material Handling Equipment) Aftersales operations
Strong technical background with in-depth industry knowledge
Ability to provide effective remote technical support
Proven experience in personnel management and team leadership
Demonstrated competence in managing customer and supplier relationships
Solid understanding of MHE networks and systems
Active member of the management team, contributing to strategic goals
High level of accountability, professionalism, and credibility
Strong decision-making skills with a consistent track record of delivering results
Benefits:

Up to 27 days holiday (plus bank holidays) depending on length of service.
2 x basic salary death in service payment, payable to your nominated recipient
Health care cash plan that covers some costs towards dental treatment, NHS prescriptions, Annual health checks etc
Benefits platform giving discounts on major supermarket shops, high street vendors, holidays and gym memberships.
Employee Assistance Programme
Ongoing training and Career Opportunities
Cycle to work scheme
Refer a friend bonus £500 per person – terms apply
Long Service Awards on 10, 20 and 30 years
Life Event Day - Getting Married, Moving Home, Graduating
Location: South Petherton

Salary: £50,000 - £55,000