Service Manager
West London
£30 - £32,000
1: The Company
Our client is a well established, medium size service company operating in the field of commercial fire protection systems. The company supply, install and maintain a variety of fire safety related systems into a large and diverse client base, including many prestigious customers.
The company operates throughout South East England, with their offices based in West London. The company employs 14 people directly, and utilises a number of sub-contractors. The office accommodates a management / administration / sales team consisting of 8 people. It is a pleasant, open plan office environment where everyone works very much as part of the team.
Office hours are 8.30 to 5.00, although there is a “get the job done” culture which may occasionally require longer working hours.
2: The Role
As Service Manager, you would be responsible for managing the company’s service operation, which accounts for approximately half of the company turnover, the balance coming from system sales and installations. There is a responsibility for meeting customer service level and financial targets.
This involves arranging scheduled maintenance visits to a large number of client sites, organising and managing repair works and operating an emergency call out service. These works are undertaken by our own team of approximately 6 field based service engineers plus various specialist sub contractors. The following is intended to give a brief overview of the primary tasks associated with this role.
Planning / organising scheduled maintenance visits
Processing new / revised maintenance contracts
Managing a team of field based service engineers and specialist contractors, organising workload etc
Reacting to client service requests, dealing with a variety of client issues.
Organising reactive works
Processing a variety of engineers reporting and paperwork
Client liaison in respect of correct procedures (obtaining purchases orders etc)
Maintaining our computerised management systems
Invoicing and Financial Control
This is an important role within the company. Furthermore, the company is a very progressive organisation offering plenty of opportunities for personal advancement for the ambitious individual.
3: The Candidate
The successful candidate will be an ambitious, career minded, hard worked individual that is reliable and capable of working under pressure. The company has a strong customer service ethic that will be reflected by your willingness to go that extra mile. You will have strong customer liaison and man management skills. You will need to be accurate and efficient in carrying out a wide variety of tasks.
Adequate experience in a commercial customer service environment is essential, as is experience of managing people. Experience in the Fire Safety Systems industry is not necessary. Although there is a technical aspect to the business you would be supported by technical specialists within the office. The inevitable “jargon” and a basic understanding of the product can be quickly learned. Management and organisational skills are far more important. The candidate will have good IT skills, with competence in the usual Microsoft Office applications, email, internet, as well as the ability to quickly learn our bespoke management software.
Excellent communication skills both spoken and written are essential.
Please contact Mike Hurst
