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Service Manager

19/06/2020

At Ben Burgess its been our mission since 1931 to be the leader in our industry by offering excellent customer experiences and an inspiring place to work.

Our Services Manager reports into the Depot Manager and is front and centre in the aftersales experience for our customers. Leading the depots service and workshop teams this person shows exceptional leadership skills, is customer focused and has the ability to juggle a varied and busy workload. This role is key to delivering our vision of being an industry leader through offering excellent customer experiences and an inspiring place to work.

This is a challenging but rewarding role for the right person. The workload and demands are varied and there is never a dull day whether supporting a customer with their service issue, dealing with a complaint, coaching a Technician or conducting a review the role will be diverse and exciting. You will be accountable for the smooth operation of the whole department and accountable for its performance, resourcing levels and quality.

Service Manager accountabilities include:

  • Providing excellent customer service to customers both face to face, phone and via email, carefully understanding their needs.
  • Planning and allocating work for the workshop technicians based on their skills and expertise ensuring all jobs have job cards and the team have clear instructions for the work required.
  • Supporting and coaching team members to ensure they are comfortable in undertaking their tasks and supporting them with problems to find solutions.
  • Monitor WIP (Work in Progress) and Warranty work to ensure all administrative tasks are kept up to date and WIP is kept to a minimal throughout the year.
  • Ensuring all Health and Safety procedures and policies are implemented and adhered to at all times.
  • Provides regular updates on the workshop performance with the depot manager and group managers.
  • Undertaking regular workshop meetings, briefing and reviews to ensure effective communication and high levels of employee engagement.
  • Undertakes resource planning to ensure correct staff levels to meet current and future demands including apprentice levels.
  • Market and promote the service department and all aftersales products and services including ensuring a culture of sales through service from the technicians.
  • Ensuring the workshop and service administrator(s) work is completed to the required standards and in a timely manner including clock cards, job cards, invoicing and rotas.

We look for:

  • Ability to demonstrate leadership of others ideally in a workshop environment.
  • Flexibility to work extended hours and weekends as required to meet the demands of the customers and to deliver service through our harvest season.
  • Experience working with computer software including bespoke and office software (word, excel etc).
  • Ideally, experience working in an agricultural workshop or similar.
  • Excellent customer relations skills.
  • Strong verbal and written communication.
  • Familiar with franchise and competitive products
  • Full UK driver’s license

About us

Ben Burgess has been serving the local farming community since 1931 and has supplied grounds care equipment since 1962. As one of two original John Deere dealers since the brand entered the UK market in 1965, Ben Burgess is also the supplier of several other leading manufacturers in the agricultural, construction and grounds care industries including Grimme, Hitachi, Manitou, Weidemann, Kuhn and Timberwolf. We have six depots in East Anglia; Aylsham, Beeston, Coates, Ellington, Newmarket and Norwich with specialist sales, parts, service and hire teams covering Norfolk, Suffolk, Cambridgeshire, Essex, Bedfordshire and Northamptonshire. We also specialise in selling quality used agricultural, construction and grounds care machinery across the UK or for export worldwide. The core values central to the success of our company are safety, quality, respect, integrity, commitment and professionalism. We strive to deliver the best quality products and services to all our stakeholders. We have a sales force specialising in various fields of expertise, 85 highly trained technicians, dedicated parts teams and a comprehensive hire department serving our agricultural, construction and grounds care customers. We are proud to hold the Royal Warrant as suppliers of agricultural machinery. We began supplying the Royal Estate at Sandringham with Marshall tractors in 1931 and have continued to the present day, currently supplying John Deere equipment.
Information
  • Dealer name BEN BURGESS & CO LTD
  • Location Oakham
  • Reference 4552
  • Division Agricultural Products
  • department Service
  • Type of contract ft
  • expires at 31/07/2020
Contact details
  • Contact person mr. Michael Casanova
  • Location Oakham
  • Address Woodside Farm Industrial Estate Ketton Rd LE15 8QG
  • Email careers@benburgess.co.uk
  • Phone 01603628251