Engineering Service Manager

Job Description

JOB DESCRIPTION - Engineering Service Manager

Reporting to: Customer Experience Director

Direct reports: 4 (3 Customer Support Engineers; 1 Coordinator)

About the Company

We Seal are the largest international manufacturer of bag sealing solutions. Established in 1979 and now supplying over 95% of the UK’s bread market, We Seal design and engineer innovative sealing machines along with reliable tapes and seals.

Benefits

• Family-owned business with great culture
• 8% company contributory Pension Scheme
• 25 days’ holiday each year plus Bank Holidays
• 2 days paid leave per annum for volunteering work
• Charity donation contribution scheme
• Comprehensive Health Care Plan
• Discounted gym memberships
• Electric Car Scheme
• Cycle to Work Scheme

Purpose of Role

To be the business unit leader in charge of the Support Department with the aim to deliver a safe and quality led world-class service, ensuring that customers’ requirements and expectations are always met or exceeded, and that internal targets are achieved.

Ensure that the team is providing the best quality service with a focus on customer experience and upselling, whilst working towards increasing Team efficiency in every aspect by planning well in advance of customer visits.

Key Responsibilities

1.\tTo lead the team in becoming our customers’ trusted partner, by providing a consistently professional, reliable and valued service and training, proactively seeking feedback to identify areas for improvement and opportunities to celebrate.

2.\tEnsure high levels of customer satisfaction by listening, understanding and problem solving. Communicate with customers regularly through visits, phone calls and emails.

3.\tTo ensure the servicing of bag sealing machines and attendance of breakdown calls throughout the UK and overseas are achieved to the full satisfaction of the customers.

4.\tDevelop members of the Service Team to their full potential using 1:1 meetings and regular feedback, setting clear objectives, performance management, pay reviews and knowledge sharing, to build a fully flexible team able to meet all customer demands.

5.\tDrive Team engagement and morale by providing clear expectations and through regular 1:1 meetings; addressing and resolving any issues promptly, improving communication, and offering recognition and support.

6.\tUtilise solid commercial understanding and leadership skills to ensure efficient day to day running of the Department, with the end responsibility for the revenue, overheads, and profitability.

7.\tBuild the effectiveness and efficiency of the Service Department through strong leadership, strategic planning and team collaboration, in our drive for customer service excellence in health, safety, environment, quality and productivity.

8.\tResponsible for preparing service contracts and project management, ensuring that customer requirements are agreed by all relevant internal and external stakeholders, prior to production and dispatch, and that the customer is kept fully updated and looked after during and after the process has been completed.

9.\tTo set clear engineering and behavioural standards for the Team, whilst driving continuous improvement, to ensure excellent levels of customer satisfaction are achieved for both service and support and all internal targets met.

10.\tCollaborate with other managers to ensure good inter-departmental communications and understanding, thereby ensuring all strategic activities are progressed successfully and company goals are achieved.

Education / Skills / Knowledge / Experience 

1.\tDemonstrable and excellent leadership skills (5+ years in a senior leadership role)

2.\tEngineering background with a hands-on experience, preferably in a manufacturing environment

3.\tProject management skills

4.\tCommercial acumen

5.\tExperience dealing with customers face to face, on the phone and via email

6.\tStrong communication skills

7.\tOutstanding organisational skills and attention to detail

8.\tUnderstanding of Health and Safety, Quality and Environmental Management policies and systems

9.\tSets and achieves high professional standards for self and others

Personal Competencies 

•\tStrong people leader

•\tProblem solving skills

•\tResults oriented

•\tInterpersonal awareness

•\tDevelopment orientation

•\tAdaptable and flexible

•\tConceptual thinking

•\tConcern for impact

•\tAnalytical thinking

•\tInitiative

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