Service Operations Manager

As a global capital equipment manufacturer, our service offering is key in maintaining our Number 1 status. You'll be a commercially focused Service Operations Manager who enjoys a mixture of customer-facing, people management, mentoring, and continuous improvement. Managing a team of 5 direct and 50 indirect reports (throughout the UK and Ireland), you'll work closely with the Commercial Manager to provide outstanding service to your team and customers.
 
BASIC SALARY: £55,000 - £60,000       
 
BENEFITS:
· £8,000 bonus
· Company car
· 25 days holiday
· Pension
· Healthcare
· Life insurance
· Benefits hub
 
LOCATION: Coventry
 
COMMUTABLE LOCATIONS: With national travel, you will ideally be centrally based and able to easily commute to the Coventry office: Birmingham, Northampton, Leicester, Derby, Banbury, Worcester, Milton Keynes, Kettering.
 
JOB SPECIFICATION:Service Operations Manager - Capital Equipment
 
Working closely with your peers, the primary focus of this Service Operations Manager role is to ensure customer continuity (approx. 1400), the reduction and resolution of equipment issues, and the quality of the field service team. With strong corporate values (People, Proactive and Openness) and a new structure communication in all the above will be one of your greatest strengths.
 
KEY RESPONSIBILITIES:Service Operations Manager - Capital Equipment
· Lead a team of 5 direct reports (4 Regional Managers (North, Midlands, South, and Ireland) & National Technical Manager) and c56 indirect (Field Technicians / Engineers c40, Team Leaders c8, Customer Service c4, and Senior technicians c4).
· Assess the current workforce looking for gaps in experience / knowledge, opportunities to succession plan, and introduce structured training and development.
· Be aware of, and take ownership, if necessary, of any escalated customer issues.
· Develop and implement a strategy that ensures the necessary deliverables on KPIs - FTFR, customer satisfaction, and technician performance.
· Drive a culture of balance - Customer, People, Business - ensuring all 3 are at the front of every decision that is made.
· Deliver operational excellence.
 
REQUIREMENTS:Service Operations Manager - Capital Equipment
 
To be successful in your application, you'll be a people-focused, commercially driven manager. You'll have the ability to communicate in the board room through to the customer's shop floor. You'll have previously got 'buy-in' from your teams, balancing the needs of the business with the needs of the individual.
 
You'll be able to demonstrate:
· A proven track record with a large industrial manufacturing business, delivering a successful national service solution.
· Experience in analysing a variety of KPI's / SLA's - breakdown, first-time fix, spares, billing hours.
·  A commercial approach to opportunities, statistics, and reports.
· People management skills ideally with a team of 30+ and with exposure to a matrix-style organisation.
   
THE COMPANY:
 
Established for over 50 years, we quickly became a global manufacturing business renowned for high-quality capital equipment products in key industrial markets. Today we are proud to employ over 3,500 colleagues and have 35 plus operations in over 30 countries worldwide. We continue to grow with ambitious plans to achieve 1.5BN CHF million turnover by 2030.
 
INTERESTED? Please click apply. You will receive an acknowledgement of your application.
 
Please Note: Wallace Hind Selection have been chosen as the recruitment partner of our client.
 
REF: MH17614, Wallace Hind Selection