Service Manager – Production Machinery

KHR - Recruitment Specialists; Rochester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading manufacturing firm in Rochester is seeking an experienced Service Manager to lead their customer service department. The role involves managing a team of Service Engineers, holding profit and loss responsibility, and visiting customer sites as needed. The ideal candidate will have manufacturing experience and strong people management skills. This position offers ongoing training and development opportunities.

Qualifications

• Proven track record of managing budgets in a service function.
• Experience in managing, mentoring, and leading a service team.
• Good understanding of industrial processes and automated production.

Responsibilities

• Lead the Aftersales / Service department and manage Service Engineers.
• Hold profit and loss responsibility for the Service department.
• Visit customer sites occasionally for support.

Skills

Manufacturing industry experience

Strong people management skills

Problem-solving skills

Customer care passion

Job description

Job Details

Updated: Wed, Aug 07, 2024 3 : 13 PM

Our client is a leading manufacturer of specialist machinery.

Due to ongoing growth, they are currently seeking an experienced Service Manager to be responsible for the development and growth of the customer service department and to be a key member of the senior Management team.

Responsibilities

• Take ownership of the Aftersales / Service department leading a team of Service Engineers and Spares Team members.
• Hold full profit and loss responsibility for the Service department.
• Liaise with the sales team on new orders / installations, provide estimates on logistics and allocate engineering resources.
• Visit customer sites occasionally.
• Regular service meetings with the engineers to keep up with current service visits or breakdowns.
• Over-the-phone technical support and log all service and breakdown requests received by phone, email or WhatsApp messaging.
• Preparing and sending quotes for service calls where necessary.
• Programme the works for engineers, taking into consideration job urgency, location, travel time and skills and parts needed.
• Contact engineers daily to ascertain updates on the jobs given, any works outstanding status and cleared jobs.
• Provide follow-up quotes for works if required after the initial service visit.
• Process invoices on completion of works.
• Ensure that all records are updated and accurate on the Database.
• Responsible for maintenance contract costings, ensure all maintenance contracts are up to date, send renewals when due and invoicing once agreed.

Ideal Candidate

• Manufacturing industry experience with a proven track record of managing budgets across a service function.
• Mechanically biased Engineer with experience in managing, mentoring, supporting and leading a service and maintenance team.
• Good understanding of industrial processes, manufacturing, and automated production within the food industry.
• Passion for service and customer care.
• Proactive and able to resolve problems and challenges as they occur.
• Strong people management skills.

This is a fantastic role with a growing business that can offer ongoing training and development. Hours for this role are Monday to Friday 8am-5pm.