Due to recent contract wins and continued business growth we are currently looking to recruit an experienced Service Manager to join our well known Refrigeration client to cover the North ( North East, Yorkshire, parts of Lincolnshire. The role will also provide support for partners in Scotland). The successful candidate will have the opportunity to join a leading, stable company who are continuing to grow in the current economic climate. Candidates must have sound knowledge of retail Refrigeration systems and have demonstrable experience working within a Service Management role in the retail/ commercial refrigeration sector

Role Description

• Day to day management of the field-based service engineering team including sub-contractors
• Full responsibility and accountability for monitoring customer reporting systems and taking hour by hour steps to ensure we are the best supplier to our clients – making sure our system generated KPI’s are industry leading (i.e. continual job by job monitoring and managing jobs through Verisae).
• Liaison with engineering contacts within our key customers on site specific issues.
• Work with Head of Service & Maintenance and Account Manager to ensure delivery of a first-class service.
• To work on the ‘duty manager’ rota, to ensure a high standard of service delivery – KPI’s are maintained out of hours.
• Liaison with the projects department representatives to ensure smooth handover of projects to service
• Liaison with the design team for specific service and maintenance engineering problems / challenges
• Support and assistance for projects department wherever possible whilst maintaining service department KPI’s
• H&S responsibility all reports – reporting any incident or accident and making recommendations for positive change.  A monthly H&S report will be expected by the board.
• Planning and delivery of annual Service & Maintenance stock take for given region – normally this will take place in March however this may be planned at different times of the year
• Staff development & personal development planning for engineering staff – ensure training records are maintained.
• Liaise with help desk to ensure engineer availability each morning and as required.
• Data gathering for the purpose of tendering for new service work
• Supporting the Head of Service & Maintenance with the disciplinary management of the field based engineering staff
• Attend customer and internal service meeting as the business requires.
• Carry out site audits providing engineers with a ‘to-do list’ within 5 days if non-urgent, or 24 hours if urgent via Site Audit Pro on a monthly basis.
• Reduce service engineers’ on-site time to facilitate increased call activity and engineer productivity.
• Drive number of calls completed per day to an average above 3 per day (based on 8.5 hour working day).
• Drive first time fix rate above 90%.
• Drive average time to fix down, targeting less than 24 hours.
• Provide a league table to Head of Service & Maintenance highlighting engineer performance utilising available company tools.
• Carry out field engineer’s audits: (each engineer to be visited bi-monthly)
• Ensure engineers update the Admin Staff with sufficient information.
• Correct levels of resource are available to support the business needs.
• Establish training requirements and complete induction for new recruits.
• Carry out probation reviews to new recruits.
• Support business development opportunities, carrying out site surveys & quotations as required.

Qualifications/ Skills

• Ideally time served within Refrigeration/ A/C however those with demonstrable experience within a similar role will be considered.
• Demonstrable experience working in Service/ Operations Management within Commercial/ Retail Refrigeration.
• Full UK Driving License