Service Operations Manager, NSW

Control and coordinate the aftermarket function to provide cost effective service in accordance with customer requirements and service performance objectives.  Provides supervision, technical and administration support for regional service staff and customers, whilst maintain a high level of Customer Satisfaction.

KEY ACCOUNTABILITIES:

OPERATIONS
•    Prepare and deliver the territory strategy to build and maintain the aftermarket and service business.
•    Prepare and manage the forecasts and delivery of the aftermarket revenue number.
•    Provides technical support to ensure the service team is certified and skilled to deliver prompt and reliable response and can identify problems effectively to resolve customer issues.
•    Plans, schedules and/or coordinates staff training, in conjunction with the National Training Manager
•    Ensure market leading response times to service requests.
•    Manage and maintain the WIP to ensure it is up to date and at a minimum outstanding
•    Run WIP reports, Backorder reports and/or any reports required to enable Service department management.
•    Preparation and follow up of customer repair quotations (adhoc & breakdowns).
•    Responsible for control & maintenance of company assets inc. service department equipment & tooling.
•    Responsible for branch/region store stock takes. 
•    Record, approve and sign off Technician timesheets and completion of timesheet report for Payroll.
•    Responsible for maintaining a quality technical library for the region in conjunction with National Technical Support Manager.
•    Provides full back-up clerical support in the absence of the Service Coordinator.

CUSTOMER MANAGEMENT 
•    Appraise the current and planned customer needs and advise on the suitable application of products and/or services with a high level of Customer Satisfaction in line with the company Net Promotor Score (NPS).
•    Offer assistance and explanation when difficulties arise, ensure complaints are followed up and that satisfactory solutions are obtained.
•    Maintain and develop close relationships with key accounts and ensure their requirements are being met wherever possible.
•    Resolves customer complaints and dispute resolution.

PEOPLE MANAGEMENT 
•    Develop the technical knowledge to improve the capability of the team to troubleshoot and service the Customer’s equipment.
•    Maintain and develop a team of dedicated professionals and document working knowledge and skills of current and emerging technologies.
•    Manage and coach the performance of individual team members and monitor their overall performance annually.
•    Conduct regular minuted “Toolbox” meetings and encourage employee feedback on ideas, complaints and concerns.

QUALITY
•    Supports Company objectives in accordance with ISO 9001 quality accreditation.

 
ENVIRONMENT HEALTH & SAFETY 
•    Supports Company objectives relating to environment, health and safety.
•    Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or others.
•    Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards.
•    Taking a leading role in safety risk assessment and audit.
•    Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment. 

Other responsibilities as assigned or required.

COMPETENCIES
•    Demonstrated verbal and written communication skills.
•    Demonstrated PC Skills (SAP, Excel, Word, PowerPoint and databases).
•    Ability to meet deadlines and organise work priorities.
•    Demonstrate a flexible and “can do” attitude. 
•    Able to work on agreed initiatives with minimal support.
•    Willingness to travel as required.
•    Prior experience in spare parts support preferred but not essential.
•    Demonstrated analytical skills.
•    Focused on achieving agreed targets.
•    Demonstrated ability to undertake research and source appropriate parts information.
•    Highly developed organisational skills.
•    Self-starter, able to work under time constraints, detail-oriented.