Service Manager - Marlow, United Kingdom - Trinity Resource Solutions

Trinity Resource Solutions
Trinity Resource Solutions
Verified Company
Marlow, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Key Responsibilities
Develop and maintain a Service Strategy that makes our client the market leader in After Sales Support to its customers to include:

  • Woking with Customers to support appropriate product knowledge for their sales environment
  • Review of established warranty processes to ensure they are operating to a high standard
  • Review of Service network and performance measures, labour rates
  • Helpdesk role clearly defined with measurable
  • Monitoring performance of existing agents against agreed KPI's
  • Supporting the warranty claims process and assisting to keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims
  • Maintain uptodate knowledge of new product developmentsQuality
  • Ensure processes are established and effective for early identification of quality issues including reporting / communication to Europe and China
  • Carry out technical Investigations and provide reports
  • Coordinate with Europe to ensure best practices are being used / maintained and participate in Quality / Service meetings as well as ensuring technical information is maintained and distributed to all appropriate stakeholders.
  • Management of product related insurance claims
  • Liaise, preparation of reports, cooperate with quality management and standards bodies (e.g., Waste Packaging, WEEE and Battery Legislation, BSI, Government Departments, HSE, etc.) and ensure legislative changes are managedReturns
  • Ensure returns processes are established including monitoring external parties including reporting / communication to management
  • Coordinate with Europe to ensure best practices are being used and maintained
  • Coordinate with the Warranty and Spares Manager to ensure systems are functional and meeting requirements for returns and warranty claims including performing audits
Skills/ Experience Required

  • Strong 58 years' experience in a similar position
  • Good knowledge of After Sales Support within the Service environment
  • Exposure and experience of helpdesk management and managing a team
  • Good organisational, time management skills with knowledge, understanding and ability to prioritise, plan and control own workloads
  • Excellent customer facing skills to include effective negotiation techniques
  • Experience of identifying and delivering process improvements, and experience of setting and reporting against KPI's
  • Analytical approach to problem solving with the ability to make quick and informed decisions
  • Project management skills to include the coordination of multiple projects, management of resource levels and meeting strict deadlines

DESIRABLE SKILLS:
Good knowledge of Microsoft Office package including excelSAP knowledgeExperience of working with CRM systems
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