Regional Service Manager

Regional Service Manager

Homebased located in London and the surrounding areas

At Clymac, you'll have the opportunity to work with cutting-edge technology and be part of a team that values innovation, excellence, and customer satisfaction. If you're ready to make a difference and grow your career with a trusted industry specialist, we want to hear from you!

Clymac's Regional Service Managers

Deliver a first-class efficient, reliable and operationally effective regional service team, build and develop the existing customer service base, ensure maximum revenue generation whilst maintaining best-in-class health and safety compliance.

Responsibilities include:

• To be responsible and accountable for the operational service delivery in your region, meeting PPM compliance targets and ensuring adherence to corrective SLA's of the customer and the NSI
• Ensuring sufficient and efficient resourcing of suitably skilled and qualified engineers to deliver on the company's commitments to its customers.
• Performance reviews of all regional engineers and competency reviews to support training requests
• Management of the Lead Engineers to deliver a first-class service to all our customers, whilst delegating lead engineer responsibilities of day to day management of regional engineers.
• Management of the scheduler(s) for your region to ensure efficient labour deployment on a postcode analysis and forward planning basis, and ensuring deployment of engineers on call-out works within SLA of customers or NSI response times.
• Ensure that scheduling teams adhere to KPI's set for customer communication
• To ensure first-time fix rates of 85% within your region based on good stock control, analysis of customer equipment, and sufficient technical training
• Maximise revenue generation of engineers, meeting or exceeding targets set for each engineer classification.
• Service docket reviews for every completed engineer job per day to determine if further customer support is required paying particular attention to further action calls raised.
• Weekly reporting on engineer performance, customer service delivery within your region and C4W status of jobs
• Review department commitment regularly, ensuring optimum utilisation of resources to achieve agreed service levels in line with agreed KPI's (engineering areas covered, callout rotas and holidays)
• Audit and authorise service department running cost's Inc. - Time sheets, expenses, parts ordered, commissions, fuel expense.
• To act as escalation for customer needs, complaints, and concerns with a sense of urgency as and when required
• Provide input for quotations and solutions to effective repairs at customer sites via the agreed internal process
• To monitor Health and Safety Compliance – completion of toolbox talks, health and safety audits (PPE, Ladder, vehicle etc.), reporting accidents, near misses and dangerous occurrences.
• To ensure Environmental Compliance – safe disposal of waste (ionised detectors / WEEE etc.), returns of waste transfer and consignment notes and to ensure all operatives carry the waste transfer certificate.
• To chair and hold regular management team meetings for the regions detailing best practice and ensuring all members of the team have an opportunity to develop
• To effectively manage aged calls ensuring backlog of all call types is managed in accordance with company targets.
• To ensure the diligent use of customer portals across the regional service team.
• Complete management of subcontractors utilised within your region.
• Ensure that each individual is clear of what is expected of them in terms of customer service and productivity.
• Take ownership of all customers in relation to all aspects of service delivery.