Uk Service Director - Warwick, United Kingdom - Baxi Heating UK

Baxi Heating UK
Baxi Heating UK
Verified Company
Warwick, United Kingdom

3 days ago

Tom O´Connor

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Tom O´Connor

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Description
Warwick

Hybrid


About us:


We're a prestigious, heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy.

We're focussed on driving the conversations and spearheading the change that will enable us to make this happen.


Our established foothold in the heating manufacturing market with a well-respected product portfolio, committed and long-standing customers across both commercial and residential markets and an amazing army of people puts us in a position to lead the way for change, and make a lasting mark on our industry.

Do you have a passion and appetite for evolution? Come and join us


About the role:


This role is to develop the overall customer service strategy and vision for the UK & Ireland whilst ensuring alignment with BDR Thermea Group Service Strategy.

The role holder will lead the UK & Ireland Service management team to deliver against operational plans with strong customer focus in line with Company values.

The role holder will be accountable for ensuring a sustainable future for our business through delivering the sales target for the service function, seeking opportunities to commercially grow the business, supporting our navigation of the UK energy transition and harnessing digitalisation.

On a daily basis you'll have the opportunity to;

COMMERCIAL

  • Drive organic growth through new service offerings to current customer base, whilst creating new opportunities.
  • Deliver the current designed growth strategies, such as Group Service M&A strategy.
  • Map out approaches for further inorganic growth such as third party partnerships.
  • Strategic Management of the D&G relationship, including growth phase with them.
  • Develop the route to servitisation, both in boiler market and alternative emerging technologies eg. HDU, HI, ASHP and Hydrogen

STRATEGIC

  • Use appropriate customer, market and business data to identify further opportunities to drive effective customer processes and philosophy, with the aim to increase the number of service contracts and installed market share by attracting new customers.
  • Work with IT to simplify the UK Service IT network map, and develop new systems and processes to lead to further digitalisation of our service.
  • Prepare the service organisation to adapt to changes demanded by the energy transition.
  • Design and lead the implementation of new service excellence initiatives including availability of engineers to customers, digital customer service improving the service operation process, planning and resource allocation systems to enable complete customer lifecycle support.

OPERATIONAL

  • Lead the Service management team on the deliver on the strategy and in year business plan
  • Deliver against strategic KPIs for the UK and from a Group perspective benchmarking against the competition and customer expectations to provide competitive advantage through market leading customer services.
  • Sets, and monitors the performance of the functions under remit against agreed standards and targets in areas such as administration efficiency, cost control, sales revenue, legal and tax compliance, and human resource management.
  • Lead the procurement and management of, alongside the UK Supply Chain Manager, the availability and supply of fieldbased engineers' inventory and spares into the UK market including in/outbound logistics, on time in full delivery against lowest possible cost.

LEADERSHIP

  • Ensure that all activities support the company value of Customer Focus and One Team.
  • Inspire the team to achieve requirements by instilling a commitment to best practice and performance improvement through effective coaching and development, focusing on career progression, developing a highperforming team and succession planning within the function.
  • Drive continuous improvements in health, safety, and wellbeing standards to ensure work time compliance, risk free, safe and healthy working environment of employees.
  • Develop and maintains the organisational culture and values with all employees, customers, suppliers, partners, and regulatory/official bodies.
  • Develop an environment of continuous improvement and growth.
  • Ensure that the overall function hierarchy, roles, and responsibilities are clearly defined, and skills and competencies identified to support changing market needs.

About you:


  • To be ideally educated to degree level in a management or operational discipline with a proven track record of leadership within a customer service role, both field and office support, B2B2C manufacturing or service industry.
  • Demonstratable leadership experience at an executive level.
  • A proven track record of transformational leadership a willingness to challenge the status quo, an ability to inspire a shared vision and enable others to act, the skill to model the way and encourage the heart of your colleagues and your teams.
  • Recognised track record of implementing strong customer service knowledge i
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