Service Manager

Malvern £ 35,000 - £ 45,000 p.a. Permanent

Job Reference: 012810

A market leading British Manufacturer of special purpose machinery manufacturer for the pharmaceutical, food and beverage industry are seeking a Service Manager to join their operational management team. You will have experience in Customer focused management position within a service or technical support department.


Commutable from: Worcester, Cheltenham, Gloucester, Hereford, Kidderminster, Evesham, Ross-on-wye, Droitwich

Salary: £ 35,000 - £ 45,000 p.a. + Benefits


The Role

As a Service Manager you will;

Manage all large customers accounts to provide excellent customer service
Attend customer meetings
Look after Customers face to face in the office, call handling to face to face visits as and when needed.
Professional and proficient in Telephone handling of in-depth and complex queries. Liaise with all departments to ensure swift response.
Monitor and responsible for all calls within the Customer Service department to be responded and turned around within correct SLA.
Oversee the Service Engineers job time table, by location and customer demand
Oversee responsibility for booking fights and accommodation for Service Engineers
Manage the creation of all Training & Machine manuals.
Create and assist in raising quotations for spare parts/service/Training
Adhere and oversee to the validation process from contacting customer, raising visits to sending out correct Validation and SME certificates
Adhere and oversee to the Service Call process for all outbound jobs to completion to invoicing
Ensure the Spares process from customer query, to quotation, ordering of goods and invoicing.
Ensure that the Returns process from customer query, to booking in and liaising with other departments to a satisfactory completion is carried out
Responsible for the management of the complaints procedure and working with other areas of the business to resolve to a swift resolution.
Ensure pricing structure and SLA`s and KPI`s are adhered to.
Motivate and update all team members with regular business updates
Carry out regular 1-2-1`s
Coach and Support team members to identity and address staff training and feedback.
All aspects of People Management


The Person

An experienced Service Manager with;

Experience in a technical support, applications or Service role and managing a team / department
Excellent communication and customer service skills
Ideally have a technical background in special purpose machinery


To apply for the role of Service Manager please send an up to date CV via email to Matthew Taylor @ Consilium Recruit and get in touch by phone on either 01789 201040 or 07823 401435 ASAP to discuss this and other relevant potential opportunities.


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