Service Leader Job Details | Schindler Group

Schindler Group; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading engineering company in London is seeking a Service Leader to manage Field Operations and ensure customer satisfaction. The role involves optimizing staffing, managing maintenance portfolios, and conducting audits to uphold service standards. Ideal candidates will have a degree and significant experience in service management, along with strong communication skills.

Benefits

Competitive base salary

Generous holiday allowance

Company annual performance related bonus

Competitive pension

Single option private healthcare

Discounts & benefits scheme

Qualifications

• Proven track record of managing a service business unit for 5-7 years.
• Experience in a management/leadership role.
• Knowledge of the lift industry or facilities management.

Responsibilities

• Manage service operations and customer interactions.
• Conduct quality and safety audits.
• Optimize staffing and training of service engineers.

Skills

Communication

Problem-solving

Attention to detail

Education

Degree in relevant technical or business discipline

Tools

SAP

Job description

Overview

Location: London, England, United Kingdom

We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect among colleagues and for the world around us. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Role

Join us as a Service Leader.

Responsibilities

We are currently recruiting for a Service Leader to join our Team in London & South. They will be the primary point of contact for customers within the business unit and is responsible for an area of Field Operations within a Region. The Service Leader is responsible for managing all resources within their prescribed area in line with the Company rules, to meet the business targets for the Branch and ensure customer satisfaction. Measured variables include: Safety and Quality requirements and standards, Customer communication, portfolio retention and renewal, Business productivity & cost management and Employee recruitment and team development. This is a full time and permanent role.

• Optimising the Region’s staffing of service Engineers and Technicians, by planning the personnel needs, including route organisation, workloads and training. Matching skills with route requirements and assign/delegate appropriate workloads, develop and sustain team spirit
• Managing maintenance portfolio from the service contract acceptance to the collection of bad debts including follow-up actions
• Delivering repair sales targets as determined by the Regional Director
• Executing leadership to Engineers and Technicians in matters of customer and employee satisfaction, adding value to the business, quality of work and operational efficiency
• Managing and follow-up actions of customer claims and complaints
• Conducting periodic quality and safety audits and inspections to ensure service levels and customer satisfaction
• Identifying and resolving sick or rogue units, supervise and follow-up of work performed, including developing plans for sick units in cooperation with the Regional Technical Specialist
• Managing chargeable repairs from offer/sale to completion including the collection of bad debt alongside the credit control team
• Managing non-chargeable repairs to control costs as best as possible
• Supporting sales lead activities in the recovery of lost units and the conversion of new Schindler products approaching warranty expiration date
• Supporting employee on the job training and skills development, including safety training and toolbox talks in coordination with the Regional Technical Specialist and FQE
• Conducting at least monthly ‘drum beat’ meetings as a group or one to one as required with first line reports
• Working in accordance with established Company Occupational Health, Safety and Environmental policies, procedures and Schindler Core Values to ensure compliance with current UK legal requirements and Schindler Group Safety requirements
• Attending all relevant Training Sessions
• Carrying out all works in accordance with the Company’s Quality Corporate Policy
• Contributing to the Company’s Safety Objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to its Safety Management System

Qualifications

What we're looking for:

• Degree qualified or equivalent in a relevant technical or business discipline
• Proven track record of running a service business unit (five to seven years) in a related industry
• Proven track record in managing the customer interface
• Proven experience in a management/leadership role
• Proven experience of P&L responsibility
• Knowledge of the Lift industry or Facilities Management
• Proven technical and commercial awareness as it relates to the lift industry business would be desirable
• SAP experience beneficial
• Excellent communicator and proven ability to build networks and relationships with internal and external customer base
• Sound decision making and good problem-solving skills
• Strong attention to detail and excellent written and verbal communication skills
• The ability to work under pressure and to deadlines
• Some travel may be required

Benefits

Why work for us:

• Competitive base salary
• Generous Holiday allowance
• Company Annual Performance related Bonus
• Competitive Pension
• Single Option Private Healthcare
• Discounts & Benefits Scheme

What’s in it for you?

• Join our purpose-driven organization. Help shape an industry in which two billion people rely on our products and services every day.
• Your development matters to us. We help you grow by offering the support you need to develop your skills and access a rewarding and fulfilling career.
• Thrive in a diverse and supportive culture. Through local and global initiatives, we promote a culture of inclusion which celebrates diversity and ensures that everyone feels valued.

We Elevate… Your Career

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Are you ready to embark on a new journey? Join TeamSchindler! Discover more on our career website.

At Schindler Group we value inclusion and diversity, and practise equity to create equal opportunities for all. We endeavour that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, colour, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.