Service Manager/ Service Desk Manager

Managing Engineers and Service visits with clients
Strong management experience
Office based and office hours
This role is office based, you will be managing a team of engineers, who carry out service calls and fault rectification visits.

Key points of the role:
– Plans and schedules work with a minimum of 3 months in advance, based on working efficiently and
productively to meet Preventive Maintenance (PM)schedule for customers in the allocated regional area.
– Ensures response of emergency call outs and unscheduled work as they arise, allocation of work in the most
efficient and cost-effective way while meeting customer’s Service Level Agreement (SLA)
– Plans and schedules the out of hours on-call rota to ensure we meet Service Level Agreements (SLA) for all
customers.
– Organises return calls – quotes, resources, parts, and logistics to ensure remedial work is completed within
Service Level Agreement (SLA) timescales specific to customer.
– Ensures each work order is closed and available to raise invoice to customer.
– Creates new service plans on Logtek, once instructed by sales team and informs Field Service team.
– Fosters a positive team spirit, motivating team members to deliver high standards of work and celebrates
success.
– Analyses productivity, scheduling, and financial reports through Logtek and Navision, with support of the
Branch Manager to build action plans to constantly drive high service standards.
– Reviews performance with Engineer team against Key Performance Indicators and objectives.
– Identifies training and development needs of the team and ensuring the required training is planned and
reviewed.
– Addresses poor performance, disciplinary and grievance matters in line with Company policies and
procedures.
– Ensures team understand health and safety requirements and work in a safe manner at all times, ensuring
they have the correct PPE, uniform and equipment required for the assigned work.
– Provides excellent customer service when responding to customers.
– Builds strong, professional relationships with customers, suppliers, and internal personnel form other
departments.
– Manages time and attendance through HoRizon system (HRIS)
– Confirms overtime payments for team and sends authorisation to HR team for payroll processing within
payroll deadlines.
– Reviews and authorises Business expenses and sends to Accounts for payment (in line with Business
Expenses matrix approval)
– Liaises with QHSE Manager for quality audit purposes and the correct disposal of used parts/equipment.