Service Operations Manager
2 weeks ago
As a top-tier Contracts Manager with ATripleA Recruitment and Temps, you will play a crucial role in leading our service operation, ensuring excellence in response and follow-up to breakdowns within company KPIs. Your primary responsibility will be to develop a skilled technical team that maintains contract machines safely and cost-effectively, ensuring machine availability. This position requires a strong focus on achieving target revenue, margins, and expense control, as well as recovering costs from contract abuse and accidents, and reducing customer contract costs by identifying and addressing root causes of failure.
Key Responsibilities:
• Visit customer sites and inspect machines to ensure they are serviced and repaired to company and manufacturer standards, and that machines are in a safe condition.
• Check that customers have fulfilled their obligations per the contract, including daily inspections, and visit contact persons on customer sites to ensure they are happy with uptime, response time, machine safety, and contract costs.
• Manage technicians, including productivity, quality of work, levels of service excellence, tidiness, and ensuring that all service documents and timesheets are submitted on time and accurately, and that jobs are closed and costed within policy.
• Manage contract costs by ensuring servicing is done on time, recovering all abuse costs and accident damage, and finding solutions for customers to limit abuse costs.
• Discuss contract repairs with technicians to identify root causes 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.
• Assist with the collection of excess hours, manage and inspect technicians' vans and van stock to ensure they are within company policy, and manage any contract machine that stands for longer than 24 hours to get the repair completed.
• Plan with controllers' services and load tests to ensure services are done 100% on time and load tests are within company policies.
• Manage end of contract procedures, prepare condition reports on time, ensure end of contract costs are not too high and are recovered, and ensure that machines are in the correct condition, including hours worked.
• Manage the Health & Safety of customers and company sites, and 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.
• Ensure that weekly technicians' meetings are being held, recorded, and minutes of meetings are held being sent to the Service Admin Manager as well as the Regional Manager, and that all Magnitude customer visits are completed for checking on a weekly basis.
• Organise and support formal technical skills and product training programs for all technical staff, implement and manage good people management ensuring that all staff has a formal balanced scorecard, and that the required performance reviews are conducted twice a year.
• Follow the company code of conduct and policies, and ensure all staff members in the department are always aware of and follow them, ensure that risk management policies are always implemented and followed up, and that company assets and personnel under the department's control are adequately protected.
• Ensure that market pricing and competitive information is always up to date, and report any changes and developments in the market and with competitors back to the Management Team.
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