Technical Service Manager

Job description

Job Purpose

To organise and schedule service activities to ensure the Field Engineers’ efficient and profitable operation by satisfying customers, supporting their Retail Operations, and enhancing customer relations.

To organise the field engineers and control resources and utilise assets at a level commensurate with profit and service delivery targets.

To maximise Field Engineer profitability through the effective delivery of field Engineering services to customer sites at the right time and with the right equipment to ensure customer operations are kept within SLAs.

Ensure the engineering resources are fully utilized

Deliver a 100% accurate view of all stock holdings under Field Engineer control.

To create an environment where the department and its employees develop and excel.

To enhance the reputation of the company at every opportunity when interacting with others.

Key Tasks and Performance Objectives

Management

Manage resourcing and staff management for the department to ensure the best staff within field engineering are retained and developed.
Effectively manage a team of six (6) Engineers to ensure team objectives and goals are achieved.
Assist in staff engagement and evaluation

Revenue

Ensure that the department achieves target and budget objectives by ongoing examination of accounts and daily & weekly operating controls and SLAs.
Manage timely processing and cost allocation of engineers, their expenses, and overtime.
Overall control of engineer diary management, to ensure cost-effective use of engineering resources.
Ensure that appropriate action is taken where adverse variations to target and SLA achievement occur, or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements.
Ensure accurate recording of parts and service times, job costing and invoicing in the Engineering Team.
Improve the quality of clients’ commitment to customer service and retention by enhancing facilities, improving technical skills, and high standards of quality workmanship, as well as best practice in customer handling and communication.

Customer service

Ensure that all Employees are committed to the principles and ethics of the company and that these principles form the cornerstone of customer service management.
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally

Administration

Assist with or perform administrative tasks
Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure the highest quality of work.

Skills and Qualifications

Previous Service Experience, Comprehensive Industrial Knowledge, Management Experience, Strong customer-facing skills, strong written and verbal communication, self-motivated, trouble shooting, creative problem solving, Degree in IT, Business, or Administration.