Service Manager Nsw

Job Description:
Your main function is lead the Service team so that we can provide our customers with the highest level of service and aftermarket support on crushers, feeders and screens. Working with both customers and leading the service team, you will strive to deliver timely and cost-effective solutions to each of your team’s projects. You will lead your team to deliver a quality standard that results in a high degree of customer satisfaction. You will also work with the branch manager to broaden our current customer base.

RESPONSIBILITIES

Customer Service- Ensure all customer enquiries are dealt with in a timely manner;- Regularly contact customers to establish their level of satisfaction with Terex MP service support and the prospect of doing further business;- Periodically visit customers operations and prepare a concise report explain what was discussed and with whom;- Follow up on quotations with customers to further promote sales and note responses of special interest;- Liaise with purchasing team to ensure that orders with Terex MP’s suppliers are received on time for active service jobs.

Workshop and Site Service- Oversee the dismantling of each machine and inspection of its components. Then prepare a condition report and fully costed scope of work detailing what needs to be done to return the machine to a serviceable condition;- Ensure that all outsourced service repair work is competitively priced and completed to the required quality standard;- Ensure that all work is completed on time and to the required standard of quality;- Commission new machine installations when required;- Ensure the maintenance of the Workshop and tooling and mobile equipment is maintained to a very high standard through housekeeping and a proactive approach.

Technical/Administrative Functions-
- Ensure that each service job is registered in the ERP system against a service work order number and all parts are correctly allocated in a timely manner;- Close out WIP jobs as quickly as possible;- Carefully plan and document each job and in that process decide what drawings, parts, labour, materials, tools, cranes and support services are needed to complete the job safely and efficiently;- On completion of each service job, gather together all costs relating to the service job and to ensure invoice is accurate for the customer. If any issues arise, work with the customer to resolve any commercial issues or disputes that would possibly delay payment for the work;- Ensure the Engineering Department is notified of any significant changes made to a machine that may need to be recorded on the machine’s Master Schedule;- Assist with the design of Terex MPS products by putting forward any idea for improvement that you believe is worthy of consideration.

Communication and Reporting- Establish open channels of communications with key stakeholders such as key team members in other branches, other departments and customers and draw on their knowledge and expertise to assist you in your work;- Provide the following information to your Manager for inclusion in the branch end of month report;- Service sales by customer for the current month;- Progress of existing service jobs and expected completion date;- Any disputes with customers that may affect cash flow;- Information about market conditions, new customers, new products and the activities of competitors;- Any staffing related issues in regards to work performance or compliance with company polies and procedures;- Assist you manager with the preparation of the Annual plan and budget for service sales.

Human Resource Management and Occupational Health and Safety- You are part of a management team at Terex MPS and good teamwork is key to your success. You are expected to communicate well with your peers and build constructive role relationships with them;- Manage the service technicians on a day to day basis;- Provide leadership, technical advice and product training to the Service Fitters;- Ensure the labour resources are utilised efficiently. When necessary hire extra temporary labour so that jobs are completed on time;- Relay any concerns the Service Fitters may have about Terex Jaques’ matters to your Manager, and ensure that they understand your Manager’s position on matters that affect him;- Participate in quarterly performance review process with your Manager, and conduct an annual performance review with the Service Fitters;- You must investigate all accidents and incidents within your area of responsibility and action any items identified to prevent a recurrence. You are also required to assist in the risk assessment process;- Constructively contribute to the overall improvement of health and safety in the workplace;- You are responsible for the safe working of your department;- Ensure that all Service Fitters under your control use appropriate PPE and conduct themselves in a safe manner in accordance with company policies and procedures;- You need to demonst