New Job Technical Services Manager - KH/TSM/241114 Industry: FMCG Job Type: Permanent Location: Staines, England Salary: £30000 - £40000 per annum + Bonus,Pension,Private Medical My client requires an experienced Technical Services Manager to join their busy team at their UK Head Office. The successful candidate will currently be in a similar position and working within any of the following industries: White Goods, Sanitary Fittings, Power Tools and have a good knowledge of SAP. The successful candidate will be working with a team of sub-contracted engineers and my clients outsourced Technical Services partner. The Technical Service Manager will be responsible for all aspects of managing, supporting and developing a team of engineers to deliver an outstanding customer focused service. Key Responsibilities Managing and co-ordinating training, service delivery and implementation of process improvements for a nationwide team of sub-contracted Engineers. Driving a culture of continuous improvement ensuring compliance of the sub-contracted engineers with the Engineer Contract and Service Level Agreement and assisting service engineers with technical advice and support. Management of outsourced Technical Service Partner. Main point of contact for technical queries. Monitor and evaluate service standards of the sub-contracted Engineers via customer feedback identifying areas for improvement Identify and eliminate bottlenecks in the warranty process. Establish process improvements to ensure a consistently high level of service is delivered Responding to all emails within 24 hours or managing their completion, and distributing to colleagues as required. Optimising customer service and customer satisfaction levels when dealing with end users, installers and distribution partners. Actively sell benefits of products within defined boundaries. Processing Engineer Invoices in SAP on a regular basis and in line with Engineer Contract SLAs and Company Procedures; including updating of database records and logging follow-up actions required. Scan engineer reports and invoices onto SAP so that a case history is completed. Participating in all necessary Group conference calls including quality and warranty, reporting any new or on-going quality issues to the Operations Director and Customer Service Coordinators. Ensuring continual feedback and appraisal to European HQ. Ensuring that all activities such as product faults and faulty returns, are logged appropriately and accurately in the required databases (such as SAP and Techmanager) Managing all technical customer complaints to a satisfactory conclusion in-line with agreed SLAs. Determining the extent of goodwill, whilst maintaining a focused commercial appreciation. Assisting and supporting the Training Manager to develop the internal Customer Service Coordinators technical call handling capability as required. Undertaking any other duties, which may from time to time be assigned. This job description is not intended to be either prescriptive or exhaustive but it is issued as a general framework at the time of writing.
Posted on: Fri, 05 Dec 2014 13:14:56 +0000
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