Customer Service Manager – Full Time – Doncaster

Catering; Doncaster; On-site; GBP 50,000 - 65,000; Full time

Job summary

Catering is seeking an experienced Service Manager to lead the After-Sales and Service Engineering function from Doncaster. You will drive timely delivery of service and parts, implement service plans, and manage budgets with a focus on profitability.

The ideal candidate brings an engineering background, strong leadership, and a track record in project management, KPI control and service packaging.

Qualifications

• The candidate should have an engineering background with strong leadership and budgeting experience.
• Experience in project management, KPI management and service strategy is essential.
• Proven ability to manage service operations, warranty processes and P&L responsibility.

Responsibilities

• Lead the Service Engineering Team and oversee after-sales delivery.
• Implement service schedules, H&S/RAMS and delivery plans.
• Develop service strategy, models, policies and procedures.
• Conduct market analysis for service potential and routes to market.
• Oversee training, certification compliance and skills matrices.
• Manage warranty claims and develop service packages.
• Consolidate and report service KPIs and drive P&L targets.

Skills

Leadership

Customer-facing communication

Commercial acumen

Analytical abilities

ERP systems

Microsoft Office

Education

Engineering background

Tools

ERP systems

Microsoft Office

Job description

Our client is looking for an experienced Service Manager to lead their After-Sales and Service Engineering function. This is a key leadership role responsible for ensuring the timely and efficient delivery of after-sales service and parts sales to both customers and internal stakeholders, while driving the strategic growth and profitability of the Service department.

As a Customer Service Manager, you will be responsible for:

• Leadership of and direct responsibility for the Service Engineering Team.
• Implement and own Service schedule and delivery plan, including all aspects of H&S / RAMS.
• Implementation and project management of Service strategy.
• Market analysis of Service potential and routes to market.
• Develop Service business model, policies and procedures.
• Oversee training, certification compliance and maintain skills matrix of Engineering team.
• Responsible for Warranty claim management.
• Responsible for developing Service packages.
• Responsible for Service operational KPI consolidation and reporting.
• Profit and Loss and target setting responsibility for Service.
• Any other duties as and when required by Senior Management that are reasonably within the capabilities of the person and are aimed at achieving the companys objectives and goals
• This list is not exhaustive and can be added to, to meet the needs of the business.

The ideal candidate will have:

• Commercially astute with strong managerial qualities and have the ability to become a role model for the department.
• The ability to positively communicate at all levels within the business.
• Strong Customer facing skills, with the ability to create win-win solutions.
• Strong commercial, numerical and analytical abilities.
• Pragmatic thinker and solutions orientated.
• The ability to drive continuous improvement whilst maintaining engagement.
• Ability to work in a fast-paced demanding environment.
• Ecommerce experience would be advantageous.
• Competent in Microsoft Office packages and ERP systems.

Person Specification

• Time-served Customer Service Manager with an Engineering background
• Proven experience in budget control, cost analysis, and KPI management
• Project Management experience
• Full UK driving licence

Salary: £50000 – £65000/annum

Job Type: Permanent

Location: Doncaster, South Yorkshire