Job Description

Role: Service Delivery Manager

Reporting to: Director of Operations

Electro Automation is Irelands largest and leading supplier of controlled access solutions.  Electro Automation’s objective is to continue supplying the highest quality products to our customers nationwide. As part of our Electro Automation team, you will be part of a team who take immense pride in what we do and are champions within each of our product categories. We constantly strive to do what we promise, go beyond expectations, adding best value to the comprehensive package of services we offer to our customers. By always providing innovative, competitive offerings, we endeavour to be respected by our customers, competitors and key stakeholders. Our customers are ultimately at the heart of everything we do.

Our core products include: Gate Automation, NEAT Aluminium Gates, Door Automation & Aluminium Doors, Car Parking Systems, Traffic Control Barriers, Intelligent Transport Systems, Access Control Systems, Turnstiles & Video Surveillance.

Our continued success is based on our pride in our technical competence and the practice of our belief that exceeding customer expectations is our key aim. Our customer service team takes pride in showing urgency in addressing all customer feedback by listening to any technical / service issues and working towards finding a positive solution promptly. We offer a wide range of after sales products, and it is important to find the right fit for the client’s needs every time.

Team Objective

The goal of the team is to maximise efficiency within our organisation to ensure that business objectives are met effectively.  There will be a focus on the increase of our productivity and profits while reducing costs. Our focus is the delivery of high-quality products and services that match our customer’s needs. The analysis of customer issues, development and delivery of plans in line with agreed SLAs exceeding their expectations and ensuring the delivery of premium customer service.

Role Context

The objective of this role is to manage the operations of our after-sales service business unit including team members, customer service interactions, repairs and reports. Providing the highest level of customer service with a service-minded attitude, bottom line profitability awareness while developing lasting customer relationships. The Service Manager will play an essential role in building customer relations ensuring that operations and service levels for the customer are delivered according to contracts and  service level agreements. The primary objective is to achieve profitable premium customer service.

Key Responsibilities

• Management of the customer relationship from a delivery perspective.
• Responsible for customer complaint resolution, managing customer feedback, implementing improvements to customer service based on feedback. Representing the opinions and suggestions from the customer to the senior management team, so that the company has accurate feedback from its customers.
• Management of the Service Desk Team, ensuring the delivery team is focused on operational excellence. Facilitate the coaching and development of the Service Desk Team members and direct reports.
• Commercial responsibility for monthly invoicing figures, account queries and resolution of same.
• Responsibility for monitoring targets and call out response times.
• Monitor warranty claims, provide feedback to Purchasing and SMT where appropriate.
• Tracking Free of charge calls and reviewing monthly with SMT with a view to minimising free of charge work and bottom-line profitability.
• Adhere to the financial calendar, final monthly invoicing 2^nd working day of each new month.
• Manage all aspects of the delivery cycle for customers, preplanning to closure of call.
• Management of engineer workload and scheduling in most efficient and productive working closely with the Maintenance Manager. Taking action and resolving performance issues around inefficiencies.
• Monitoring utilisations report weekly and plan with Operation Managers actions for 100% Time management to ensure accurate Job Costings.
• Management of stock for Engineers and scheduling of availability of van stock takes, resolving queries.
• Breakdown Calls – ensure calls are attended to within contract SLA. Minimum 48 hours
• Follow up work – ensure quotes are issued for follow up work. (Preferably 48 hours)
• Review processes and procedures for the Team so that improvements can be made, and the workload streamlined.
• Review engineers’ expenses, timesheets, holidays, and sick leave highlighting any issues and non-conformance to company policies prior to payroll cut off.
• Ensure your teams and personal adherence to company policies such a HR (to comply with staff handbook)/absence/sick leave reporting etc. Also including Health and Safety regulations, Quality, Environmental policies and procedures and any other standards as adopted by the business.
• Maintain a high level of morale within the team. Facilitate team meetings effectively and record minutes and action points and hold regular status updates for closure. Ensure that all members understand the teams’ objectives and work together to achieve it.
• Implement team goals and objectives, supervise, train or guide team members. Conduct effective performance evaluations and mentor those with less experience. Provide effective feedback.
• Effective management of team’s annual leave. (no more than one person off anyone time where it affects the delivery of Services, first come first serve basis) Carry over leave is limited to 2 carry over days per annum.
• Liaise and attend meetings with other companies for functions necessary to aid business and organisational development.

In carrying out all the above, the person filling the role shall at all times act in accordance with the Company’s Business Strategy and Quality Policy, and in compliance with all corporate and departmental policies, procedures, and other requirements as defined in the company’s Business Objectives, Policies and Procedures documents (BOPPs).

In addition to the duties and responsibilities outlined below, the person filling the role will be required to perform other duties assigned by Company from time to time.

Limits of Authority (including financial)

1. Signing off on credit notes up to €5,000 for Service Desk and Installations
2. Signing off on Purchase orders over €5,000 for Service Desk
3. Company expense policy, authority to purchase policy.

Reports

• No and value of callout invoices issued by segment weekly.
• No and value of credit notes issued by reason and segment weekly.
• Number of call outs FOC along with cost
• No of open calls and reason for example no customer PO number, queries with MC Teams and any other reasons
• No of new calls logged weekly.

Subcontractors review