Service Manager

Our client based in Banbury provides a range of customised services, including warehousing, distribution, and sales and marketing, to support partnered manufacturers of medical and surgical products across the UK.

They are seeking a Service Manager to join their team of 4 during this period of unprecedented growth. As the Service Manager, you will play a critical role in ensuring the delivery of high-quality service to their clients. You will oversee the service department, including technical support, repairs, and customer assistance, to uphold their commitment to excellence and client satisfaction. This could be the perfect opportunity for someone looking to move into management or has recently moved into their first management role.

Main Duties & Responsibilities:

• Team Leadership: Lead and manage a team of service technicians and support staff, providing guidance, training, and support to ensure exceptional service delivery. Foster a collaborative and customer-focused work environment.
• Service Operations Management: Oversee all aspects of service operations, including scheduling, dispatching, and prioritising service requests. Ensure timely response to client inquiries and efficient resolution of technical issues.
• Technical Support: Provide technical expertise and assistance to clients and internal staff regarding the installation, operation, and maintenance of medical devices. Troubleshoot technical problems and coordinate solutions with manufacturers as needed.
• Repairs and Maintenance: Coordinate repair and maintenance activities for medical devices, ensuring compliance with manufacturer guidelines and regulatory standards. Develop and implement preventive maintenance programs to prolong equipment lifespan and minimise downtime.
• Customer Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries and concerns. Collaborate with sales and account management teams to identify opportunities for service improvement and upselling.
• Quality Assurance: Implement and maintain quality assurance processes to ensure the highest standards of service delivery. Conduct regular audits and inspections to assess compliance with service protocols and regulatory requirements.
• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor the performance of the service department. Analyse data and generate reports to track service levels, identify trends, and implement continuous improvement initiatives.
• Training and Development: Develop training programs and materials to enhance the skills and knowledge of service personnel. Stay abreast of industry developments and technological advancements to ensure ongoing professional development.

Previous Experience/Qualifications:

• Previous refrigeration experience (F-Gas) would be an advantage.
• Bachelor's degree in biomedical engineering, healthcare management, or a related field preferred although previous on the job experience will be taken into consideration.
• Excellent leadership and team-building skills, with the ability to motivate and inspire staff to achieve service excellence.
• Strong technical aptitude and problem-solving abilities, with the capacity to troubleshoot complex technical issues and coordinate effective solutions.
• Exceptional customer service skills, with the ability to build rapport with clients and address their needs in a timely and professional manner.
• Knowledge of regulatory requirements governing medical devices servicing, including FDA regulations and ISO standards.
• Proficiency in service management software and tools for scheduling, tracking, and reporting service activities.
• Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to both technical and non-technical audiences.

Additional Information:

• Please note this is a full time, permanent role with core hours of Monday to Friday 9 am - 5 pm but flexibility is required due to site visits.
• This role will incorporate both on site engineering and office work.
• Opportunities for career advancement and professional development.
• Dynamic and collaborative work environment with a focus on innovation and excellence.
• Pension increase to 4% contribution after 6 months.