- Optimize the staffing of service Engineers and Technicians in the Region, ensuring adequate planning of personnel requirements, route organization, work distribution, and training
- Manage the maintenance portfolio from contract acceptance to debt collection, including necessary follow-up actions
- Meet repair sales targets as set by the Regional Director
- Provide leadership to Engineers and Technicians to enhance customer and employee satisfaction, improve business value, maintain work quality, and boost operational efficiency
- Handle customer claims and complaints effectively
- Conduct regular quality and safety audits to uphold service levels and ensure customer satisfaction
- Take responsibility for identifying and resolving faulty units, overseeing work progress, and creating action plans in collaboration with the Regional Technical Specialist
- Supervise chargeable repairs from offer to completion, including debt collection in coordination with the credit control team
- Manage non-chargeable repairs to minimize costs
- Support sales initiatives to recover lost units and transition to new Schindler products approaching warranty expiration
- Facilitate on-the-job training and skills development for employees, including safety training and toolbox talks in partnership with the Regional Technical Specialist and FQE
- Conduct regular 'drum beat' meetings with first-line reports, either as a group or one-on-one as needed
- Ensure all employees adhere to company standards
- Degree or equivalent qualification in a relevant technical or business field
- Proven experience managing a service business unit (5-7 years) in a related industry
- Demonstrated ability in managing customer interactions
- Previous leadership experience
- Experience with P&L responsibility
- Knowledge of the Lift industry or Facilities Management
- Technical and commercial understanding of the lift industry is desirable
- Experience with SAP is a plus
- Strong communication skills and ability to build effective networks and relationships with internal and external stakeholders
- Good decision-making and problem-solving abilities
- Detail-oriented with excellent written and verbal communication skills
- Capable of working under pressure and meeting deadlines
- Some travel may be required
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Service Leader - Addlestone, United Kingdom - Schindler Limited
Description
Company Description:
Location: Addlestone, England, United Kingdom
Job ID: 74911
We Elevate... You
Join Schindler and help us elevate our world: Put your skills to work and contribute to the growth of megacities. Through our elevators and escalators, we play a key role in keeping urban areas bustling. Since 1874, Schindler has been shaping cities with a strong focus on enhancing not just buildings, but also the quality of life for all inhabitants. Our success is built on people, passion, and constant innovation.
Schindler stands out as a global leader in providing elevators, escalators, and moving walkways. We have a talented workforce spread across more than 100 countries, dedicated to designing, developing, installing, maintaining, and upgrading the mobility solutions that help urban populations stay on the move. We offer a dynamic work environment that fosters innovation and allows our employees to thrive in their respective fields.
Job Description:
We are currently seeking a Service Leader to join our team in London. In this role, you will serve as the main point of contact for customers within the business unit and oversee a specific area of Field Operations in a Region. The Service Leader is tasked with efficiently managing all resources within their designated area in alignment with company guidelines, to achieve the Branch's business goals and ensure customer satisfaction. Key performance indicators include safety and quality standards, customer communication, portfolio retention and growth, operational efficiency, and team development. This is a full-time, permanent position.
Duties & Responsibilities:
Profile Description:
