Service Manager

Finning International; Dublin; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Car allowance

25 days annual leave + bank holidays

Annual bonus 10%

Pension + Share Purchase Plan 5%

Private medical insurance

Job summary

Finning (Ireland) Ltd. is seeking a Customer Service Manager at our Dublin flagship branch to lead depot and field-based service functions for the construction sector.

You will direct a team of around 30, overseeing engineering and support functions across the Republic of Ireland within the agreed business strategy to deliver high-quality customer service in a safe, cost-efficient environment. You will drive process improvements, optimise workforce utilisation, develop talent, and foster a

Qualifications

• Demonstrable years experience of workshop or field service management, equipment or process engineering.
• Financial management and controls.
• Track record of delivering to deadlines.
• Demonstrate team building and management through development and mentoring (desirable).

Responsibilities

• Lead direct reporting teams and functions.
• Manage and develop individuals and teams to maximise future opportunities and address concerns.
• Manage all functions within budget and financial targets to maximise profitable performance.
• Lead the monitoring and management of performance metrics to demonstrate performance and drive continuous improvement through direct reports.
• Lead and drive quality interaction with other business functions to maximise business targets and goals.
• Lead and ensure the efficient scheduling of work to maximise efficiency across all teams.

Skills

Strong organisational and management

Well-organised and able to plan

Interpersonal skills

Team player

Numeracy and literacy

Job description

Company Details

Company: Finning (Ireland) Ltd. Number of Openings: 1. Worker Type: Permanent Position.

Overview

We have an exciting opportunity for a Customer Service Manager at our flagship Dublin branch to lead and our depot and field-based service functions for our construction industries. The Service Manager will have responsibility for a team of circa 30, and be charged with leading the engineering and support functions across the Republic of Ireland within the agreed business strategy to deliver excellent quality and customer service, ensuring adherence to SHEQ in a cost effective and safe environment.

They will support the development of process improvement practices and efficient workforce utilisation to maximise throughput, whilst demonstrating leadership, drive the development of talent and a continuous improvement culture to deliver first class performance.

Job Description

• Lead direct reporting teams and functions.
• Manage and develop individuals and teams to maximise future opportunities and address concerns.
• Manage all functions within budget and financial targets to maximise profitable performance.
• Lead the monitoring and management of performance metrics to demonstrate performance and drive continuous improvement through direct reports.
• Lead and drive quality interaction with other business functions to maximise business targets and goals.
• Lead and ensure the efficient scheduling of work to maximise efficiency across all teams.

Benefits

• Competitive salary Car Allowance 25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday)
• Annual Bonus - 10% Laptop and phone Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers)
• 5% pension Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
• Private Medical Insurance You will benefit from enhanced maternity and paternity packages and new child payments to support new parents, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards.

Leader Competencies

Customer Focus

Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions

Cultivates Innovation

Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still

Drives Results

Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning Courage

Courage

Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change

Commercial Mindset

Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made

Decision Quality

Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm

Situational Adaptability

Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction

Develops Talent

Developing the team to meet both their career goals and Finning’s goals. Creating pools of people ready and willing to take on new challenges and step up when needed

Specific Skills

• Strong organisational and management skills
• Well-organised and able to plan
• Interpersonal skills internal and external
• Team player with co-operative manner
• Good levels of numeracy and literacy

Knowledge

• Mechanical and technical understanding of new prep, customisation and engineering cost and revenue profiles
• PC literate
• Understanding of budgetary control and processes
• Knowledge of CAT Product Range desirable

Accountability

• Accountable for delivering all team activities to quality and on-time.
• Accountable for Health & Safety performance within workshops.
• Be a key member of the Finning UK&I management team through contribution and the development and delivery of strategy.
• Zero LTIs.
• Functions operate to financial and operational budgets and targets.
• Labour utilisation > 72.5%.
• Service after repair <1% Service Revenue.
• Prep completion, OTIF >95% (target >98.5%).
• EOS engagement rating improvement YOY.

Education and Experience

• Demonstrable years experience of workshop or field service management, equipment or process engineering
• Financial management and controls
• Track record of delivering to deadlines
• Demonstrate team building and management through development and mentoring (desirable)

Working Environment

Office Based At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package and various flexible benefits.

Diversity and Inclusion

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.

About Us

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications. Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada. OUR DIVISIONS Finning International Inc. is the corporate head office of the publicly traded corporation, which is listed on the Toronto Stock Exchange under the symbol: FTT. Finning Canada is the authorized dealer for Caterpillar products in British Columbia, Alberta, Saskatchewan, the Northwest Territories, and a portion of Nunavut. Finning South America is the authorized dealer for Caterpillar products in Chile, Argentina, and Bolivia. Finning UK and Ireland is the authorized dealer for Caterpillar products in the United Kingdom and Ireland. Rental of equipment is facilitated through the dealership locations as well as The Cat Rental Store locations in Finning Canada and Finning South America. OEM Remanufacturing - OEM, a Finning enterprise, is one of North America's most advanced engine and powertrain component remanufacturing providers and is located in Edmonton, Alberta.