Service Manager

Service Manager

A leading global manufacturer, innovator and distributor that offers a complete portfolio of ophthalmic diagnostic & surgical equipment, including; slit lamps, biometers, perimeters, OCT devices, lasers, medical simulators, and microscopes. They also provide a comprehensive range of gold-standard micro-surgical instruments and procedures & implants.

Office base in Essex with travel required.

Salary / Benefits -

• Good base and package
• All required business tools.
• Company car and all standard corporate benefits.

Candidate Specification / requirements -

A high-quality engineering professional with both site and field-based experience

Electrical engineering knowledge / experience

EXCELLENT MAN MANAGEMENT SKILLS

Main Job Purpose:

Managing the Service Department, service contract business (Preventative Maintenance), breakdowns and repair provision for all customers, covering all products and services supplied and installed. Integrating strategies and leading efforts to establish and retain business growth opportunities for the Service Division and company.

Performance Measures

• Provide support and leadership to the Service team.
• Ensure there is prompt and efficient coverage for breakdown and service contracts.

• Deliver growth through excellent service delivery.
• Ensuring monthly delivered revenue targets are met (including growth expectations) by effectively managing the Service team.
• Meeting new business targets and key performance indicators.
• Regular reporting of all targets and KPIs to the Managing Director.

Core Competencies

• Strong management and leadership skills.
• Communication skills.
• Customer service skills.
• Planning and organising.
• Teamwork.
• Attention to detail.
• Problem-solving.

• Good understanding of business planning.
• Data analysis and reporting skills.
• Strong strategic skills with the ability to see the bigger picture.
• Business development skills with the ability to identify new business opportunities and capture new service value.
• Departmental budgeting setting and management responsibilities
• Revenue & profit focus.
• Knowledge of regulatory affairs and electrical safety requirements.

Key Tasks

• Participation at Management Meetings
• Ensure all Service Engineers and Coordinators maintain the required level of product knowledge, technical expertise and competency
• Coordinate product installations, relocations and audits, including the organisation of third-party vendors where necessary to complete the process.
• Ensure the customer receives the highest level of service support and aftercare.
• Maintain the motivation and professionalism of the department (Service Engineers and Coordinators).
• Ensure good communication between the Customer Services, Sales, Marketing, Training, Logistics and Service Teams.

• Work with Regulatory Affairs (RA) to maintain regulatory requirements (compliance, vigilance and company procedures). Where required, work with RA to resolve CAPAs and Field Service Notices.
• Identify and react to customer complaints and technical problems and determine the appropriate action to be taken.
• Identify and deliver new service business opportunities, developments and technical training opportunities.
• Build and maintain customer relationships.
• Think and work strategically, setting aims and objectives to develop and improve the business.
• Discuss and collaborate on promotional strategy and activities with the sales and marketing departments.
• Through leadership, ensure mutual achievement of targets and objectives by supporting the service management. Assess team performance through appraisals.
• Writing reports and analysing relevant business data.
• Ensure the Managing Director is furnished with plans, forecasts, reports, client requirements, department performance and competitor data.
• Empower and support the Assistant Service Manager and service supervisors.
• To undertake any reasonable additional tasks deemed necessary to fulfil the role.
• To be aware of the Company’s Health and Safety Policy, ensure that any hazards and/or accidents are reported to a Health and Safety Representative as appropriate, and be aware of safety issues throughout the company.

• Work with the Sales, Marketing, Training and Service Teams to develop new business opportunities to grow the service business.
• Assist in developing, deploying and maintaining the Service Department’s procedures, policies, budgeting, ERP, BI and CRM systems.
• Set objectives for the Service Team collectively and as individuals and deploy the necessary workforce to achieve these objectives.

Specialists, Sales Executives, Business Development Managers, Team Leaders, Sales Managers, Sales Directors and all other sales focused roles within the medical sector. Our core therapy areas include Vascular, Endoscopy, Urology,Neurology, ENT, Infection Control, Anaesthesia, Blood Products, Diathermy, Infusion, Orthopaedics, Surgical Instruments and all PCT, Primary, Secondary, Theatre and Rehabilitation products.