UK Service Manager

02nd January 2018

Reports to: General Manager

Responsible For: Service Engineers, Apprentice Engineers

Company: Street CraneXpress Ltd

Location: 73 Tyler Street, Sheffield S9 1GL

Job Summary

The UK Service Manager will be fully responsible for approximately 30-35 service engineers daily, having overall responsibility for allocation of resource in the office. Support and coordination of Engineers should be provided as detailed within the Job Description.

Additional Information

  • The Service Department deals with preventative maintenance contracts (PPM), breakdowns on a 24 hour basis, service follow up work (SFU), spare parts and all after sales activities associated within Street CraneXpress
  • The company consists of 50 of employees; 30-35 of which are field based engineers, the remaining are customer service staff dealing with incoming customer queries via the telephone between 8.45-17:00 Monday-Friday
  • The UK Service Manager will be expected to be available on call outside normal office hours (0845-1700) to deal with any unforeseen issues, such as security breaches, staffing and modifications to planning. To assist with this, a mobile phone and laptop will be issued.

Main Duties and Responsibilities

  • Daily routine management of all Service Engineers (including minimising non-productive time)
  • Manage the weekly time sheet process effectively
  • Manage “out of hours” call centre ensuring the rota is shared with all parties
  • Manage the onboarding process for new Engineers in conjunction with HR (interviews, negotiation, training and sourcing of relevant equipment/PPE)
  • Resolution of aftersales warranty issues with Street Crane Company
  • Supplier management
  • Manage and maximise the Preventative Maintenance (PM) Contract Yield
  • Manage the breakdown process ensuring jobs are complete for prompt weekly invoicing as per the breakdown invoicing procedure
  • Deal with customer queries that cannot be delegated to the Customer Service Team
  • Resolution of invoice/job queries with accounts (may include site visits)
  • Liaise with other departments in the company to maximise output
  • Liaise and coordinate sub-contractors if necessary
  • Ensure that output is maximised in line with company budgetary targets

H&S/Quality/Training

  • Carry out appraisals for engineers and identify any training requirements
  • Oversee van audits with the Health, Safety and Environment Coordinator, maintaining van stock levels (to liaise with Engineers)
  • Oversee management of Apprenticeship programme in conjunction with the HR/Training Department
  • Ensure that Health and Safety objectives are achieved to IOSH standard
  • Ensure that Risk Assessment & Method Statement (RAMS) documentation is compiled and communicated to engineers/customers
  • Ensure that all Quality Procedures are followed by staff and engineers

IT Systems

  • Management of Microsoft Dynamics (ERP system) which is used daily to manage jobs and invoice
  • Approve Purchase Orders
  • Oversee the use of FieldAware & XpressView, and ensure it’s used and managed properly by Engineers and staff
  • Attend any internal training as necessary

Key Skills/Experience

  • Substantial experience in an industrial field service management role
  • Knowledge of Overhead Traveling Cranes would be advantageous
  • Ability to work under pressure & deal with disputes in a professional manner
  • Excellent communication skills (verbal and via written communication)
  • A proven track record of dealing with customer service related queries
  • Confidence to use initiative and make sound commercial decisions
  • Flexibility and ability to prioritise
  • Fully conversant with PCs/tablets, Microsoft Word, Outlook and Excel
  • To generate innovative new ideas to higher management’s attention regarding improvements to current systems of work

To apply, send your CV and covering letter to recruitment@scx.co.uk