Technical Services Manager, Southampton (Hedge End) - Salary c.£35K plus benefits

Client - manufacturer of electrical heating products for residential and commercial uses.

The Technical Services Manager will take full control of the Technical and Customer Services Department and increase the effectiveness of the function by providing technical leadership for the team in order to improve technical skill levels and telephone query resolution for technical issues thereby reducing the need for engineer call outs to deal with simple technical queries.

Candidates must have a strong electrical background and team management skills.

Responsibilities:
To develop the company?s technical customer service and after-sales capability to build stronger and more cost-effective relationships with customers

Effectively champion the improvement of after sales service delivery through the provision of technical as well as service leadership for the function.

Ensure the highest level of customer service is provided within the department through the development of product knowledge and efficient processes and procedures.
Work closely with other company departments including product development and engineering departments in order to improve product design and capability.

Liaise with Production, Distribution, Technical, Marketing,
Product and other departments, as required, in order to
strengthen relationships with customers and ensure product
serviceability.

To lead, manage and support the after sales and service team, ensuring they work and communicate well as a team with the external sales force, customers and other staff within the company.
To ensure all service related processes, procedures and databases are correctly maintained and improved.
To monitor service and spares pricing levels, order output, sales enquiries and quotations are being handled correctly and completed on time.
To identify and/or arrange for training and development of staff in the service and after sales department, both internal and external, in order to maintain and continuously improve the skills and capability of the operation.

Deliverables:
Measurable objectives will be established in liaison with the Distribution and Technical Director.
Effective positioning of the department in the business as the champion of customer service.
Creation of a strong team ethos with a strong customer focus.
Improvement in the number of calls resolved by phone.
Reduce costs particularly warranties and manage the department within budget.

Other performance oriented criteria may include:

? Reduction of Customer complaints
? Retention of existing contracts
? Engineer Efficiency
? Customer response times
? Call answering within service sales and after sales dept
? Product, service skills knowledge within the department
? Complaints dealt with promptly and professionally
? Control over department, staff and arising situations
? Communication with all departments
? Reduction of Credit notes raised due to parts and contract sales errors
? Improve and maintain motivation of staff
? Maintain Appraisal programme

Candidate:
Mature outlook and significant experience in working with people in a team management role in a customer facing electrical engineering environment is essential.
The likely candidate may have engineering qualifications such as City & Guilds, HND, HNC or a degree in an electrical discipline.

Experience:
Minimum of three years experience in a management role responsible for leading, motivating, training and developing a team.
Experience of building cross-functional working relationships.
Proven developed interpersonal, written, presentation and negotiation skills.
Able to demonstrate an appreciation and understanding of the service and customer support process gained through practical experience.
Experienced in the use of computerised service or sales enquiry systems.
Innovative in regard to developing and launching new service initiatives.

Personal
A high energy, self motivated individual keen on working in a team environment.
The commercial acumen to develop proposals logically, argued on a sound business platform.
Possessing sufficient stature and credibility to be accepted professionally at all levels.
Can get on well with people gregarious in nature, approachable, easy to deal with.
Results-oriented, analytical, proactive, persuasive and pragmatic.
Able to focus on prime objectives within a complex environment.
A lateral thinker, effective at bringing new ideas to the party and able to identify opportunities to add value.
Excellent communication skills.

We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003