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Reporting to the Operations Director and the Sales Director, we are seeking a Dairy Service Operations Manager to join the team, primarily based out of our Frome Depot. The key focus of this position is to drive an outstanding customer experience by optimising resources to meet customer needs. The job holder is responsible for overall Service Department performance, including providing a full 24/7 Call out operation, full P&L, health & safety and compliance, coupled with developing and maintaining a highly engaged and motivated team. This role is key in the overall performance of our Dairy division.
Job Responsibility:
Provide technical support to customers and provide resolutions/solutions on a timely basis
Ensure that invoicing is done in a timely manner, no longer than 10 days after completion of work
Ensure dispute invoices are dealt with within 30 days from an issue being raised by a customer
Escalate concerns using appropriate tools as necessary to our manufacturers/management
Work alongside the Dairy Sales and Parts teams to drive retail success
Visit key customers on a regular basis
Achieve and exceed required goals set by manufacturers
Evaluate the training needs of the team, and define an action plan for further training to ensure that we develop and support team members
Carry out 1-2-1s and yearly appraisals with the team
Review monthly turnover and profit and cost of the department
Review on a quarterly basis technician performance via Dealer Manager System reports, training needs, and health & safety issues
Requirements:
Relevant engineering certifications
Proven track record in managing a workshop structure
Proven track record in developing the best culture
Engineering background
Industry knowledge preferable
Understanding of Service KPI's and how to influence them to provide the best return
Exceptional communication skills
Passion for delivering excellent customer service
Effectively manage change and be flexible
Capable of building strong relationships
Positive role model and strong motivator
Excellent administration skills – able to demonstrate a high level of accuracy
Ability to work on own initiative
Nice to have:
Industry knowledge preferable
What we offer:
Company car / vehicle
Market surveyed salary – reviewed annually
Employer contributory pension/ death in service cover
Share Plan
Staff accounts at every branch with discounted prices (after probation period)
Extra holiday entitlement – after a certain number of years
Company sick pay after qualifying period
Role-specific company clothing/uniform
Recognition and support for health and work-related well-being