National Service Partner Manager-3rd party installers. - United Kingdom - Sterling Kohler

Description

National Service Partner Manager-3rd party installers.

CHELTENHAM, United Kingdom

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req58600

National Service Partner Manager- 3rd party installers.

Predominantly onsite at our Cheltenham HQ initially, moving to a hybrid approach in the longer term.

Base salary of up to £55K subject to skills and experience, plus company bonus, Bupa, and a company car.

Designing award-winning products for our market-leading brands – Mira Showers, Rada and Kohler UK - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it's who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you'll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.

From day one you're part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?)

But, to get to where we want to be, we are looking for a National Service Partner Manager. Find out more below

ROLE SUMMARY

The National Service Partner Manager is responsible for the creation of a robust third-party service network including the onboarding and ongoing management of all third-party partners (existing and new) to deliver field-based services across our UK brands.

As part of the wider Customer Service Management Team, you will be required to work closely with your peers and other relevant departments to ensure there is a unified approach to the delivery of service.

The National Service Partner Manager role is pivotal in delivering the required services for our end consumers. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction across the Kohler Mira UK product range.

You will set high standards of performance for all partners, maintaining positive relationships during fluctuations of work allocated to them. The overall focus will be on driving customer satisfaction through the services we can offer in a timely and professional manner.

As the National Service Partner Manager, you will need be self-motivated and driven to deliver, focused on your own performance and development whilst also bringing the best out of the suppliers. Working to remove obstacles that stand in the way of delivering the business goals alongside a best-in-class customer service.

Additionally, the National Service Partner Manager will undertake specific project work focusing on building the required infrastructure and business processes to deliver improvements and growth.

BASIC FUNCTION (RESPONSIBILITIES)

• Provide leadership, direction and management support for all third-party service partners
• Create structured, regular and effective feedback and communication channels to allow two-way transfer of information
• Build a successful supplier pipeline to enable growth of services
• Drive IT infrastructure improvements to ensure the seamless allocation of work to the third-party service partners
• Actively form productive relationships with other disciplines such as our Sales and Marketing teams
• Conduct analysis of the performance data, KPI metrics and business compliance, focusing on driving continuous business improvement
• Develop and implement a business review process with suppliers, setting stretching targets to drive measurable improvements
• Accountable for Health and Safety compliance and responsible for conducting field-based audits
• Coordinate delivery of process, technical and product specific training to suppliers
• Champion service excellence and technical standards, putting the customer at the heart of all decision making, acting as a senior representative for the business, meeting with key stakeholders to provide service solutions and updates
• Work closely with the planning teams to ensure service delivery targets and service level agreements are achieved with action plans in place to address shortfalls or concerns
• Be responsible for monitoring Customer Satisfaction results driven by the services supplied by the suppliers
• Have the ability to create and deliver business updates to a variety of different audiences

EDUCATIONAND EXPERIENCE REQUIREMENTS

• Proven track record of creating the infrastructure to support the delivery of an external third-party service proposition
• Experience of onboarding and managing external service partners that deliver requirements on behalf of an organisation
• Strong remote partner engagement to ensure that suppliers continue to deliver the requirements of Kohler Mira Service
• Self-motivated decision maker that isn't afraid to do the right thing
• Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and organisation
• Strong communication skills utilising all available resources
• Desire to collaborate across Customer Service functions and the wider organisation
• Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce and SAP working knowledge is an advantage
• Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members
• You must be well organised and be able to manage your time to ensure that key deliverables are met
• Driving license

We can offer you a lot in return

At Kohler, you're not a number, you're a valued member of our team (or as we like to say, an "associate"). What this means for you, is focused development that is personalised – all of the challenge you desire with all the support you need, as well as global opportunities should you desire . We also offer competitive benefits, including a focus on wellbeing and a genuine commitment to 'giving something back' through our Stewardship (CSR) efforts. We believe that our depth of knowledge and breadth of opportunities set us apart and if you believe you'd add something to our team, we'd love to hear from you. You can find out more about our operating philosophy, Believing in Better, here

As an organisation, Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira's policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process please contact

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.

On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth

About Us

In the UK, Kohler Mira Ltd. is made up of three market leading brands; Mira Showers, Rada Controls and Kohler Company. Where our brands differ in market position, they are equal in quality, each living up to the Kohler Company mission to live on the leading edge of design and technology and provide a single level of quality regardless of price.
Learn more about us, our brands and career opportunities at

Note for Recruitment Agencies – the Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.