Service Manager Opportunity at Permatt

Permatt Fork Lift Trucks Limited; United Kingdom; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Company car

Company pension

25 days annual leave

Job summary

Permatt Forklift Trucks Limited, based in Hebburn, is seeking an experienced Service Manager to lead our Field Service, Workshop and Parts teams. You will drive service quality, safety and efficiency while delivering exceptional customer care and strong commercial results.

You will motivate engineers, implement continuous improvement initiatives, manage operational targets, and collaborate with Directors and sales to grow service opportunities across the UK.

Qualifications

• Minimum five years relevant industry experience.
• Experience in managing field service teams.
• Excellent communication skills and ability to manage expectations.
• Proven ability to drive continuous improvement and safety initiatives.

Responsibilities

• Lead the Field Service, Workshop and Parts teams to meet targets.
• Ensure best-in-class customer service and efficient planning/administration of service activities.
• Oversee stock and replenishment in the Branch Parts department for timely parts supply.
• Promote safety and drive health & safety programs across the service teams.
• Provide training, mentoring and performance management to engineers; report on service performance.

Skills

Leadership

Field service management

Customer service

Job description

Permatt Forklift Trucks Ltd is excited to announce an opportunity for an experienced Service Manager to join our growing team at our Hebburn location. This pivotal role involves overseeing our Field Service, Workshop, and Parts departments, ensuring the highest standards of customer care and operational efficiency.

We are looking for a driven leader with a strong track record in service management who can motivate teams and drive continuous improvement to support our expanding operations.

If you are passionate about delivering exceptional service and looking to take the next step in your career, we’d love to hear from you.

Permatt Forklift Trucks Limited was established in 1981 and has grown to be one of the largest independent material handling suppliers in the UK. We have grown to provide our services nationwide.

Job Description

Management and continuous improvement of the Field Service and Workshop activities in line with company objectives.

Management of the Customer Care to ensure the planning & administration of the field service teams are done efficiently and provides best in class customer service.

Management of the Branch Parts dept. to ensure that stock levels are managed and parts replenishments are done to provide best in class parts supply to our customers and engineers.

Strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Permatt and its customers.

Implementing a personal development program you will motivate and drive the engineers through training, mentoring, performance management, improving efficiencies and Health & Safety programs.

This role will require close relations with other internal teams providing informative feedback and reports on service and product performance.

Assist with the development and implementation of best working practice throughout the team, building our knowledge base and service manuals to provide an efficient support service delivering world class service to our customers here in the UK.

This role will require regular contact and meetings with Directors, Field Service engineers and customers. You will engage with and work closely with the sales team and drive sales opportunities through the service team and the wider business.

Promoting a positive can do attitude, resilience and responsiveness in the organisation by being open and honest about challenges, and the actions required to address unexpected developments.

Responsibilities include (but are not limited to)

Responsibilities: To consistently achieve / exceed weekly and monthly financial and operational targets. To lead, manage and motivate the team to maximise performance and achieve optimum utilisation and efficiency of employee time and skill set. To continually strive to provide cost-effective solutions and the highest standards of service delivery whilst meeting contractual obligations and exceeding customer expectations. To ensure all new employees receive a full Induction to the business and to ensure product awareness and all relevant training is completed. To monitor the performance of the region and to provide management information as required. To champion and promote the core values of the Company at all times and to challenge when departed from. To ensure compliance with current policies, processes and procedures. To review all resources to maximise business development opportunities.

This role is predominantly office based in our Hebburn Branch.

Person Specification

Minimum five years relevant industry experience.

Must have a stable employment history with a successful track record of managing a similar team structure with experience in a field service management role.

Will take ownership of, and resolve accordingly, any problems/issues escalated within the business.

Will have excellent communication skills and possess the ability to manage customer and management expectations.

Proven ability to challenge and remove any unnecessary barriers to service delivery.

Technical knowledge of the product range.

Hours of Work: Normal working hours are 08:00am to 5:00pm from Monday to Thursday and 08:00am to 4:00pm on Friday, with one hour off for lunch each day.

Salary: Competitive salary dependent on experience.

Location: Hebburn Branch – Predominantly office based.

Company Car: Based on current company car policy.

Holidays: 25 days holiday.

Pension: Company pension plan.

From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward.

In addition to financial remuneration and participation, we our offer our employees various social benefits including but not limited to:

• Company car plus fuel card – private use of company vehicle (subject to tax regulations)
• Company pension plan.
• 25 days annual leave plus bank holidays.