Customer Service Platform Manager MUK

To develop and grow our GFKA after sales (parts, service and service s ) business by:

Collaborating with the BDM - National to develop new and existing fleet customers throughout the UK and Ireland, building strong relationships at all levels within customer organisations, ensuring regular contact at the most senior level

Driving customer satisfaction through the delivery of exceptional service support (commissioning, servicing, troubleshooting and repairing machines within compressed timeframes)

Driving customer reliance on compelling asset-life solutions (genuine parts, attachments & fluids, certified labour, connectivity, finance, extended warranty and the CSP platform)

Collaborating with our dealers to ensure that they are fully conversant with the CSP platform and are equipped and willing to deliver service support within compressed timeframes

Collaborating with our Manitou Centre(s) and in particular the Service Manager(s) and Service Controller(s) to ensure that they are delivering parts and service support within compressed timeframes

'Solid-line' management of a team of CSP Engineers taking care of their welfare, training, equipment and performance management. Operationally, the engineers are 'dotted-line' managed by our Service Controller(s) within our Manitou Centre(s)

Collaborating with our digital team to ensure the use of data to guide our proactive behaviours (fault code trending etc.)

Overseeing the collaboration between our CSP administration and CSP execution teams/dealers to ensure timely and effective execution of:

Repair works

Warranty works

Warranty administration

Skills and Experience:

Good communication, organisational, and basic IT skills

Ability to manage a small team of people/field based engineers

Technical knowledge of machinery, engineering and would be beneficial to have knowledge of Manitou products.

Able to work under own initiative.

Working in a technical environment desirable but not essential.

Ability to work within a very friendly, personable but purposeful team.

Open, honest, hardworking team player of high integrity and able to communicate effectively both internally and externally.