VAC038 - Service & Repair Manager
REPORTS TO: Service Director
Hoistway Ltd is a thriving business in the lift industry - specialising in bespoke lift installations, servicing and repairs. The Service Department currently maintain approximately 430 units and is set to continue growing.
This is a key role within the Service Department - one of Hoistway's three main operational departments. You will operate from both our head office in Martock and our sales office in Bristol and will also be required to travel to sites and client meetings. The Service & Repair Manager will directly report to the Service Department Director and will generally interact with all other Service team members.
Key responsibilities for this role include:
Managing service schedule
Dealing with callouts and entrapments
Managing repair schedule
Forming costings and repair descriptions for repair quotations
Sourcing and ordering of parts
Producing risk assessments and method statements
Managing insurance reports
Undertaking technical surveys
Managing the safe working practice of health and safety in the field
Managing performance of field engineers
The Service & Repair Manager will work with the Service Engineers to determine the best and most cost-effective solution where the necessity for potential repair work has been identified during routine servicing or breakdowns. It will be the responsibility of the Service & Repair Manager to source the necessary parts and generate quotations for clients. The Service & Repair Manager will also need to arrange for engineers to attend sites to complete the repair work and this will require compromise and careful planning alongside the Service & Maintenance team.
It will be the responsibility of the Service & Repair Manager to oversee the delivery and distribution of parts and the schedule of work, as well as communicating timelines, costs and results to the clients.
Though the Service & Repair Manager will report to the Service Director and all repair generated profit will feed into the overall Service Department figures, this role carries a certain amount of autonomy and you may be required to present costings and figures to the Service Director and to the Hoistway Board of Directors.
At Hoistway we have always seen customer service as the cornerstone of our business and used this as an effective method of standing out from the competition with larger lift installers. As well as fulfilling your specific role you will be expected to keep the culture and identity of Hoistway in mind, primarily by delivering excellent customer service to all customers at all times.
Remuneration, Benefits and Progression
The salary range for this position is between £30,000 and £36,000 per year, on a 40-hour, 5 day per week basis.
Due to the size of the company progression and promotion are not always readily available, however, Repairs is a growing part of our business, currently operating within the Service Department. As the operation grows there may be scope for it to become a department of its own, with the Repairs Manager as Head of Department.
30 days paid holiday per year pro-rata, including bank holidays (up to three days mandatory holiday during Christmas shutdown). Five optional unpaid days to be approved at your Line Manager’s discretion.
Training and personal development opportunities
Company branded clothing (optional for office staff)
Workplace Pension Scheme
Length of Service rewards
Childcare support initiatives
Personal Financial Adversity Support
Previous education and qualifications are not key to this role, though at least basic computer skills will be necessary – a functional knowledge of Microsoft Word and Excel is preferred,
An excellent grasp of numbers and an understanding of net and gross profits, costings and mark-ups will be essential in order to succeed in this role. Past experience in the lift industry would be preferable, though a background in mechanics would be a benefit to the person in this role as there will be a technical element in determining the correct solutions for broken lifts.
The person who will best succeed in this role will be able to communicate with clients on all levels – from large corporate clients to private homeowners, as well as varied members of the Hoistway team. The person should be confident and assertive and be able to deal with clients who may be unhappy due to lift breakdowns.
Organisation, motivation, time-management skills and the ability to prioritise and delegate are also key to this role, as well as the ability to work under pressure. Experience in general office administration and managing a team would also be of benefit.
Safety Responsibility Statement
As Hoistway operates in the construction industry health and safety is one of our greatest priorities. There are a number of risks relating to our field work and although health and safety management will not form a large part of your role you will be involved in assessing risks on site and producing method statements for repair work, so you will need to build up a good working knowledge of health and safety in our industry.
This may include the use of lone-working policies, upkeep of equipment and performance monitoring in terms of required training for field engineers. You will be able to work closely with the Service Engineers to increase your knowledge of Health and Safety in the lift industry and the specific risks relating to your repair work.
Within the office environment you will be expected to maintain a safe, clean working environment to help minimise fire risks and trip hazards.
To apply for this position please email your CV to firstname.lastname@example.org
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