Service & Parts Manager

About Crown: Since its entry into the material handling industry in the 1960s, Crown Equipment Corporation has earned a reputation for exceptional product design, engineering and manufacturing of its award-winning line of electric lift trucks.From our smallest pallet truck to our highest lifting VNA truck, our goal is to always provide the user with the safest, most efficient and ergonomic forklift truck possible.Crown supports customers with a wide selection of electric forklift trucks ranging from pallet trucks to very narrow-aisle VNA trucks. Our brand promise is: “Crown designs, manufactures, distributes, services and supports material handling products that provide customers with superior value.” Quality and performance are the foundation of Crown’s success. Since our inception, our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make. Crown’s headquarters, manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles. Job Description: Management and continuous improvement of Field Service and Workshop activities in line with company objectives. Strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Crown and its customers. This position reports directly to the Country Manager. Implementing a personal development program you will motivate and drive the engineers and the Field Service managers through training, mentoring, performance management, improving efficiencies and Health & Safety programs. This role will require close relations with other internal teams providing informative feedback and reports on service and product performance. You will ensure SLAs are within agreed targets and action is taken to recover any slippage. Assist with the development and implementation of best working practice throughout the team, building our knowledge base and service manuals to provide an efficient support service delivering world class service to our customers. This role will require regular contact and meetings with Directors, Field Service Managers, engineers and customers. You will engage with and work closely with the sales team and drive sales opportunities through the service team and the wider business. Promoting a positive can do attitude, resilience and responsiveness in the organisation by being open and honest about challenges, and the actions required to address unexpected developments. Responsibilities include (but are not limited to): – To consistently achieve / exceed weekly and monthly financial and operational targets. – To lead, manage and motivate the team to maximise performance and achieve optimum utilisation and efficiency of employee time and skill set. – To continually strive to provide cost effective solutions and the highest standards of service delivery whilst meeting contractual obligations and exceeding customer expectations. – To ensure all new employees receive a full Induction to the business and to ensure product awareness and all relevant training is completed. – To monitor the performance of the region and to provide management information as required. – To champion and promote the core values of the Company at all times and to challenge when departed from. – To ensure compliance with current policies, processes and procedures. – To review all regional resources to maximise business development opportunities. Person Specification: Essential Skills: – 5 years’ experience performing duties as Service Manager with demonstrated previous management/supervisory experience with proven track record leading and directing a successful maintenance team. – Must have a stable employment history with a successful record of accomplishment of managing a similar team structure with a minimum of 3 years’ experience in a field service management role. – Will take ownership of, and resolve accordingly, any problems/issued escalated within the business. – Will have excellent communication skills and possess the ability to manage customer and management expectations. – Proven ability to challenge and remove any unnecessary barriers to service delivery. – Electrical, electronic, oligodynamic and carpentry technical knowledge – General understanding of mechanical and technical terms, knowledge of methods, materials, tools, and techniques used in the repair of customer and dealer owned equipment – People management experience. – Proven leader. – high level of English, German could be a plus – General computer skills and familiarity with most commonly utilized software and internet functions. At Crown, we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact, throughout Crown’s history, more than 1,000 employees have reached a 25-year milestone, and we are proud to have travelled their career paths with them. From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward. J-18808-Ljbffr