About the Role
As a pivotal member of our team, you will be responsible for leading and growing our service operations, ensuring excellent delivery to municipal, industrial, and commercial customers. This role plays a key part in managing the day-to-day activities of the Service department, overseeing daily operations, and maintaining efficient and effective service delivery.
This position will be instrumental in driving growth and expansion of our service business unit, implementing and developing group systems to manage planned, reactive, and emergency service requests efficiently. You will also collaborate with regional service centers to align on procedures, goals, and strategies.
Key Responsibilities:
* Service Operations: Oversee daily operations and manage the day-to-day activities of the Service department to ensure efficient and effective service delivery.
* Ensure service jobs are administered according to standard operating procedures (SOPs) with regular reviews of work orders and reporting.
* Ensure all repair jobs are administered using our ERP system, including pricing, quotations, and estimations for customers.
* Implement and develop systems to manage planned, reactive, and emergency service requests efficiently.
* Collaborate with regional service centers to align on procedures, goals, and strategies.
* Team Management & Development: Manage and grow the existing team to support sustainable business growth while maintaining high service standards.
* Work with HR to implement training and upskilling programs for team members.
* Mentor and lead the team, fostering a culture of continuous improvement.
* Bizness Growth & Strategy: Tendering; Responsibility for pricing of all works ensuring margin targets and customer value are achieved.
* Tendering for Framework and Planned Preventative Maintenance opportunities ensuring full compliance, identification of risk, quality, and HSQE requirements.
* Develop and implement a growth strategy for the Service & Maintenance business to meet current and future client demands.
* Deliver on annual budget and business development strategies, exploring growth opportunities.
* Engage with key customers, including Irish utility and industrial clients, to maintain and strengthen relationships.
* Continuous Improvement: Identify, plan, and implement a continuous improvement program for the repair and service business.
* Support and collaborate with other business units and managers to achieve overall company goals.
* Reporting & Communication: Issue regular performance reports and Key Performance Indicators (KPIs) to senior management.
* Facilitate meetings and maintain effective communication with key customers and stakeholders.
* Compliance: Ensure compliance with Health & Safety standards across all operations and activities.
* Out of hours work: Manage and lead the out of hours service facility, being available to coordinate emergency calls and control emergency situations as necessary.
Required Skills and Qualifications:
* Strong leadership and team management skills.
* Possess a proactive approach to resolving technical, commercial, and resource issues that arise during service delivery.
* Ability to empower the Service team through training, to improve their skills and knowledge and provide them with autonomy to make decisions that can resolve customer issues quickly and effectively.
* Proven ability to implement and optimize processes for operational efficiency.
* Excellent communication and customer relationship management skills.
* Analytical and problem-solving skills to support decision-making.
* Ability to manage budgets and drive business development initiatives.
* Knowledge of Health & Safety regulations and best practices.
* Knowledge of ERP systems (advantageous).
* Proficiency in MS Office tools.