Service Manager (Ag and Turf)

P Tuckwell Ltd; Woodbridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading agricultural machinery firm in Woodbridge is seeking a Service Manager to oversee workshop operations and ensure customer satisfaction. The ideal candidate will have a technical background and prior management experience, along with strong customer service skills. Key responsibilities include coordinating workloads, supervising the team, and maintaining communication with customers. This position offers various company benefits, including a vehicle and pensions.

Benefits

Healthshield Cash Back Plan

Employee Assistance Program

Long Service Awards

Financial Wellbeing meetings

Company Pension Scheme

Paid holiday plus Bank Holidays

Company vehicle

Mobile phone

Qualifications

• Technical background preferably in related industry.
• Excellent customer service skills both face-to-face and on the phone.
• Previous management experience.
• Ability to communicate effectively with various people.

Responsibilities

• Coordinate and direct service workload for efficiency.
• Maintain communication with customers throughout jobs.
• Ensure all completed job cards are accurate.
• Supervise and coach the workshop team.
• Participate in recruiting and developing key talent.

Skills

Customer service skills

Management experience

Technical background

Attention to detail

Time management

Effective communication

Tools

Computer systems

Job description

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Job Function:

Executes customers' requests by coordinating and directing the service workload for maximum efficiency and productivity whilst providing quality repair work. Shares information regarding technician skills and training needs to the Regional Service Manager.

This role covers both agricultural and turf/groundscare machinery

Essential Duties:

Customer Experience and Workshop Planning:

• Greets customers and listens carefully to their needs.
• Keeps in constant communication with customers throughout the job.
• Informs customers of any major increase in bill totals as the job progresses.
• Keeps customers informed of job timings and progress.
• Plans and allocates work for technicians based upon their expertise and skills.
• Directs and assists technicians in their tasks to ensure repairs are completed correctly.
• Maintains good discipline and organisation for the workshop ensuring it is clean, tidy and safe.
• Remembers the sales department are service customers too and manages their needs in the same manner as retail customers.

Workshop Efficiency and Profitability:

• Checks all completed job cards to ensure they are correct and accurate for both parts and labour. Also ensures the invoice offers the customer value for money and that any charges are justified if required.
• Ensures all work carried out is to the standard required and that all machines that leave the workshop do so in a condition that will surpass customers' expectations.
• Gets quotes out to customers within 2 days or agreed time. Alternatively seeks help from a Regional Service Manager to achieve this.
• Makes sure all warranty forms are with the Warranty Manager in the required time.
• Makes sure all retail WIP is no older than 30 days.

Other Duties in Conjunction with Regional Service Manager:

• Ensures that service processes, policies and guidelines are followed and applied safely.
• Responsible for the special tool inventory and recommends the purchase of new tools if necessary.
• Shares daily discussions with the Regional Service Manager to review the workshop performance and to address any specific issues.
• Coordinates the training programme with the Regional Service Manager and ensures that tasks given to technicians are consistent with their expertise.
• Manages ongoing relationships with manufacturers personnel.
• Supervises and coaches the workshop team.
• Participates in recruiting, and developing to retain key talent.

Skills & Qualifications:

We are ideally looking for someone with:

• A technical background (preferably industry related)
• Excellent customer service skills both face-to-face and on the phone
• Previous management experience
• Ability to communicate effectively with a wide variety of people
• Good attention to detail and time management skills
• Ability to work calmly and effectively under pressure
• Competent computer user
• Ability to work extended hours and weekends in line with customer needs
• Happy working with computers and IT systems as this is part of the role

Company Benefits such as - Healthshield Cash Back Plan, Employee Assistance Program, Long Service Awards, Financial Wellbeing meetings, Company Pension Scheme, paid holiday plus Bank Holidays and a company vehicle and mobile.