Are you an experienced Service Manager with a passion for customer care and service excellence?
Coulter Elite Resourcing is currently looking for a Service Manager to join a well-established and successful company based in Rochester.
As a key member of the senior management team, you will be responsible for the development and growth of the customer service department, leading a team of Service Engineers and Spares Team members.
Job Description: Take ownership of the Aftersales/Service department, leading a team of Service Engineers and Spares Team members Hold full profit and loss responsibility for the Service department, managing budgets and engineering resources with a strategic approach to developing additional revenue across service contracts, spares, and consumables Liaise with the sales team on new orders/installations, provide estimates on logistics, and allocate engineering resources Visit customer sites occasionally to oversee and support service activities Conduct regular service meetings with engineers to stay updated on current service visits or breakdowns Provide over-the-phone technical support and log all service and breakdown requests received via phone, email, or messaging platforms Proactively seek out customer feedback and insights to improve service delivery Prepare and send quotes for service calls where necessary, ensuring PO numbers are obtained prior to booking works Program and schedule works for engineers, considering job urgency, location, travel time, skills, and parts needed Contact engineers daily for updates on job statuses, including any outstanding works and completed tasks Provide follow-up quotes for additional works if required after the initial service visit Process invoices upon completion of works Ensure that all records are updated and accurate in the Act!
Database, including job information and invoice details Manage maintenance contract costings, ensure all maintenance contracts are up to date, send renewals when due, and handle invoicing once agreements are made Provide support to the parts department, including holiday and sickness cover Person Specification: Manufacturing industry experience with a proven track record of managing budgets across a service function Experience working with multihead weighers, VFFS, HFFS, metal detectors/checkweighers is preferable Mechanically biased Engineer with experience in managing, mentoring, supporting, and leading a service and maintenance team Good understanding of industrial processes, manufacturing, and automated production within the food industry Passion for service and customer care Proactive and able to resolve problems and challenges as they occur Strong people management skills