Senior Service Operations Manager
1 month ago
Job Purpose: To lead a top-tier service operation ensuring excellence in response and follow-up to breakdowns within company KPIs. Develop a skilled technical team that maintains contract machines safely and cost-effectively, ensuring machine availability.
Key Responsibilities:
- Visit customer sites and inspect machines to ensure they are serviced and repaired to company and manufacturer standards and in a safe condition.
- Manage contract costs by ensuring servicing is done on time, recovering all abuse costs and accident damage, and finding solutions for the customer to limit abuse costs.
- Discuss contract repairs with technicians to identify 'root cause' and rectify, reducing costs going forward.
- Inspect machines, obtain technicians' reports, and quote customers on abuse, out-of-contract costs, tyres, and forks.
- Follow up on quotes to obtain order numbers and follow up with customers on debtors' queries and non-payment.
- Manage and inspect technicians' vans and van stock to ensure they are within company policy.
- Plan with controllers' services and load tests to ensure services are done 100% on time and load tests within company policies.
- Manage end of contract procedures and prepare condition reports on time.
- Ensure end of contract costs are not too high and are recovered.
- Ensure machines are in the correct condition, including hours worked.
- Manage the Health & Safety of customers and company sites.
- Lead the contracts service team to ensure agreed growth targets for both contract and accident damage revenue and profit are met and where possible exceeded.
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