service manager Cheltenham, England
Job description
Base salary £43-45K subject to skills and experience, plus company car, bonus and access to our flexible benefits platform
Deadline for applications: This vacancy will be open for no longer than 2 weeks from 14/7/23 and we will close the application process early should we have suitable candidates beforehand. Please apply by submitting your CV as early as possible to avoid disappointment!
ROLE SUMMARY
As part of the Customer Service Team you will be at the frontline of the business. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Kohler Mira product range.
Reporting directly to the National Service Manager, the Regional Service Manager role is pivotal in driving customer service improvements and is responsible for leading, managing, motivating and developing a team of up to 12 FST (Field Service Technicians). The field service function provides market leading customer service to our end users, across all of our brands (Mira, Rada and Kohler).
You will need be self motivated and driven to deliver business improvements, focused on their own performance and development whilst also bringing the best out of their team. Working above the line to remove obstacles that stand in the way of delivering the business goals alongside a world class customer service.
SPECIFIC RESPONSIBILITIES
Provide leadership, direction and management support for a team of Field Service Technicians, within the South West of England (from Oxfordshire to Lands End)- Provide structured, regular effective feedback and communication channels to allow two way transfer of information up and down the business
- Create a successful talent pipeline by encouraging and developing potential in others
- Actively build productive relationships with other disciplines such as our sales teams and Rada commercial sales teams
- Work closely with the Commercial Service Manager and Sales teams to deliver our service and commercial service strategy
- Conduct analysis of the performance data, KPI metrics and business compliance, focusing on driving continuous business improvement.
- Conduct career management and development reviews setting stretching targets to drive measurable improvements
- Manage and ensure delivery of process, technical and product specific training to Field Service Technicians.
- Liaise with the Customer Service Training Manager to ensure that their teams are fully trained on current processes and they have all the relevant information for any new product launch
- Identify and implement process and behavioural improvements amongst the field service teams that will drive efficiencies and business growth
- Champion service excellence and technical standards, putting the customer at the heart of all decision making, acting as a senior representative for the business, meeting with key stakeholders to provide service solutions and updates
- Work closely with the planning teams to ensure service delivery targets and service levels agreements are achieved with action plans in place to address shortfalls or concerns.
- Be responsible for monitoring Customer Satisfaction within their team that will drive the business NPS score forward
- Have the ability to create and deliver business updates to a variety of different audiences
- Accountable for Health and Safety compliance and responsible for conducting field based audits
- Control financial budget within their cost centre, looking at implementing cost saving exercises where applicable
- Conduct regular vehicle stock audits ensuring process compliance of van stocks
Skills/Requirements
- Excellent people manager with experience of managing remote engineers
- Broad technical knowledge (mechanical or electrical) derived from either relevant experience or appropriate qualifications.
- Significant customer service and product support experience.
- PC lterate
- Must be solution orientated
- Good communication skills over all media.
- Good organisational skills
- Third party contractor management experience is desirable
- Health and Safety qualification e.g. IOSH is desirable
As an organisation, Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact [email protected]
About Us
In the UK, Kohler Mira Ltd. is made up of three market leading brands; Mira Showers, Rada Controls and Kohler Company. Where our brands differ in market position, they are equal in quality, each living up to the Kohler Company mission to live on the leading edge of design and technology and provide a single level of quality regardless of price.
Learn more about us, our brands and career opportunities at www.kohlermira.co.uk
Note for Recruitment Agencies – the Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.
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