to c£60k neg dep exp + generous benefits
Location: Able to be based in either Gloucestershire or Staffordshire regions.
Description: Dynamic and entrepreneurial Head of service engineering required to create, develop and drive a team of field service engineering professionals and ensure the highest levels of customer satisfaction.
Our client has been established for almost 45 years and are recognised as global market leaders in the provision of refrigeration and catering equipment for a diverse range of customers and applications. As a result of continued success and an ongoing programme of strategic growth, they are now seeking to recruit a commercially astute and entrepreneurial Head of Service to complement their professional team.
Able to be based in either the Staffordshire or Gloucestershire regions and reporting directly to the Chief Operating Officer, the successful candidate for this newly created position will take responsibility for the Maintenance and Service Division of the business and will be tasked with ensuring that all maintenance service contracts are delivered on time and to budget in accordance with industry best practices.
Core responsibilities will include (but not be limited to) developing, monitoring and reviewing the maintenance and service strategy in conjunction with the Head of Sales in order to identify and optimise growth opportunities and efficiencies where possible, visiting client sites to understand specific customer service requirements, driving the Service Team to deliver a high-performance and responsive service to the customer in line with service legal agreements and contractual obligations, and reviewing the sub-contractor network to ensure optimum service is delivered and maintained.
Other duties will include extensive liaison with the Commercial Team to understand future requirements and mitigate any impact on sub-contractor availability, whilst developing and expanding the efficiency and capacity of permanent staff within the service team and managing the Service Administration and Triage teams to ensure customers are receiving the appropriate levels of service and support, taking action to address concerns or under-performing areas as appropriate. You will also develop, monitor and manage the Service Centre against company agreed KPI’s and ensure that customer SLA’s are met and exceeded wherever possible.
To be considered for this varied and challenging hands-on opportunity it is envisaged that the successful candidate will possess knowledge and experience of mechanical and electrical maintenance, preferably gained within a refrigeration, catering or aircon environment, with demonstrable knowledge and experience of managing or delivering engineering project works and activities within an often-pressurised environment.
You will demonstrate a proven ability to manage and maintain multiple sub-contractor relationships as well as experience of working with current software tools for automating service operations where appropriate. You will also possess significant experience of negotiating complex service agreements or contracts, along with skills in identifying critical KPIs to manage, monitor and improve performance. You will have exhaustive customer service experience with the ability to communicate to internal and external stakeholders at various levels and the ability to tackle problems creatively with excellent organisational abilities.