Connecting to Linkedin

Head Of Service

Head Of Service
Permanent
70 - 75k
Southampton, Hampshire
 
This Head of Service role is working for a high-tech design and manufacturer of fibre lasers and is responsible for covering both their UK sites, Southampton and Rugby.
 
The Service team is split between Rugby (6 employees) and Southampton (12 employees) and is made up of a mix of Service Engineers, Technicians and Repair line staff. They have two local Team Leaders therefore, meaning the role has 4 direct reports, but there will be a need to travel between both sites. With a preference for the role to be based in Southampton as this is the larger site of the two.
 
Job Purpose: 
Manages the service team to support the global service network through repair of returned products, management of escalated problems and ensuring new products and modifications are supportable.  Directly manages the commercial service relationship with factory and special accounts 
 
Key Areas of Responsibility:
Manages the Rugby and Southampton Service centres to deliver repairs within agreed quality and turn-around time KPIs
Responsible for resolving problem escalations from the global service network and direct customers
Develops and delivers projects to improve the operational and financial efficiency of the service team
Responsible for ensuring spares, knowledge, tools and documentation are available to the global service network to support new products and product modifications 
Manage the development of data systems to collect failure and repair data; work with Quality, production and engineering teams to improve the reliability and reduce the warranty cost of products
Financial management of the service team including spare parts and repair pricing
Facilitate the generation, publication and execution of service standards, policies and procedures
Work with other part of the global service network to deliver excellent service to customers
 
Required Experience:
Essential:
Proven experience as a Technical Service Manager from an industrial/electronics based, high value capital equipment/component sector, such as medical device, laboratory device, semiconductor or other high value instrumentation/component environments
At least 5+ years experience managing a Product Support team or Service & Repair team is essential. 
Experience in a customer-interfacing role is essential.
 
Preferable:
Operational planning and lean management experience
Experience of SAP or other ERP system
Proficiency in German or Chinese 
Project management experience
Industrial laser usage or test experience
 
Qualifications: Good standard HND or Degree in Electronic Engineering, Optoelectronics, Physics or related discipline.  Equivalent experience will be taken into consideration.
 
Personal Profile:
Excellent communication, influencing, and presentation skills
Ability to quickly synthesise and simplify complex information  
Able to make decisions both strategically and tactically for the benefit of both customer and company 
Able to work with internal cross functional and global teams, as well as external International partners, at all levels within a manufacturing/industrial environment
Customer focused, placing customer satisfaction at the heart of what they do
Self starter, independent and driven to meet targets
Excellent organisation skills (self and of others)
Analytical and methodical skill set to improve internal tools and methods
Able to solve complex problems and drive continuous improvement process
Adaptable, able to multi task in a change oriented environment
Resilient and calm in handling complaints from customers
Willingness to travel as required
Strong knowledge of Excel, Word and PowerPoint
Excellent interpersonal and emotional intelligence awareness
 
To apply please send an MS Word formatted version of your CV for our review and consideration.