We are seeking a highly organized and customer-focused professional to join our dynamic machinery service team as a Service Manager. In this role, you will be the central point of contact between customers, service technicians, contractors, suppliers, and our internal technical support team. Your ability to communicate clearly, prioritize tasks, and maintain strong relationships will directly contribute to delivering exceptional service to our clients.
Key Responsibilities
The following key responsibilities will require your attention and expertise:
* Service Coordination & Communication - Handle all incoming service requests and accurately enter them into the service request tracking system.
* Coordinate communication with field service staff regarding job scheduling, service timings, technical issues, spare parts requirements, deliveries, supplier information, and customer updates.
* Work closely with the in-house technical support team to ensure all enquiries are responded to promptly and efficiently.
* Administration, Quotes & Invoicing - Prepare and issue quotes and invoices for service charges, ensuring service invoices are accompanied by service reports.
* Raise technical support invoices and contractor purchase orders.
* Review and check contractor invoices prior to approval.
* Service Performance & Contractor Management - Maintain agreed service KPIs, including ensuring timely technician response to machine breakdowns.
* Coordinate annual contractor training days and ensure contractors understand customer interaction and service standards.
* Arrange tools and training for all new technicians.
* Track contractor spare parts inventory and tool set allocations.
* Customer Engagement & Preventative Maintenance (PM) Programs - Engage with new machine clients to promote and sign up Preventative Maintenance proposals and programs.
* Prepare and present Preventative Maintenance proposals for existing clients, encouraging ongoing participation.
* Proactively contact machine users to monitor machine hours and arrange services at scheduled intervals.
* Oversee existing Preventative Maintenance contracts and ensure compliance with service requirements.
Required Skills and Qualifications
To succeed in this role, you will need:
* A strong customer service and communication focus.
* Excellent organizational skills with high attention to detail.
* The ability to work comfortably in a fast-paced environment with competing priorities.
* Experience in machinery, industrial equipment, or technical service environments is preferred.
* Strong interpersonal skills to build rapport with technicians, contractors, suppliers, and customers.
* Proficiency with service tracking systems and general office software.
Benefits
As part of our team, you can expect:
* A supportive and enthusiastic team environment.
* Opportunities for career growth and professional development.
* A comprehensive benefits package that includes competitive remuneration and recognition for outstanding performance.
About Us
Our company specializes in the supply, installation, training, and support of CNC machines for B2B clients in various industries. We are committed to delivering exceptional service and supporting our clients' success.