Cooking equipment manufacturer Blue Seal is looking for a UK manager for its technical services department, based in Birmingham.
The UK branch manager will have functional relationships with the company’s technical services, certification, design, sales, spares, suppliers/factories, service providers, customers and purchasing departments, as well as local branches.
The new hire will be responsible for Blue Seal’s UK Technical services staff and technical services coordinator/administrators.
The salaried position is full time (34 ½ hours), with working hours being Monday – Thursday 8.45am-4.45pm and Friday 8.45am-4.15pm, although work outside these hours is required to meet business after hours activities.
The technical services department is primarily involved in providing technical support for manufactured and imported product, manufactured and/or sold by Blue Seal Ltd and it involves direct and indirect support to UK and branch-level business.
The technical services UK manager role is responsible for the technical services functions for the UK sales market, and providing any additional support for any product sold into Europe.
As part of the growth and development of the technical services team, a continued focus for the technical services manager UK role is that of moving to a higher level of proactivity in all technical service provision; that is, monitoring and anticipating the needs of the market and adjusting service provision in its broadest sense to address these needs in a timely manner.
As a member of the larger Moffat Australasian technical services team the technical services manager – UK will be expected to liaise with technical knowledge in particular product lines to support the company’s worldwide markets; the technical departments in other parts of the world.
- Responsible for the management, direction, prioritisation and quality of output produced by the employees of the technical services and spares department.
- Responsible for providing technical service functions for the UK market, predominantly any export sales.
- Provide a monthly report to the UK branch manager.
- Responsible for warranty sign-off for the UK market in liaison with the UK branch manager.
- Ensure that the technical services department provides phone support to approved subcontractors/service technicians as well as assisting customer service, service, spares and sales departments with their technical enquiries and assists with sales projects specification information as required.
- Proactively monitoring the UK market to ensure appropriate service levels are achieved. Obtaining master documentation and distributing information.
- New products – determine spare parts requirements to support new products and distribute to spares/ purchasing-inventory / service and coordinate introduction.
- To assist with the coordination of spare part identification, technical support, and specifically help ensure that spares inventory and part numbering is coordinated for UK compatibility and efficiency.
- In practice this is to act as a technical link to ensure that tech and spares in both countries avoid duplication of activity, and use the full knowledge assets of the business.
- Ensuring technical service material is issued and maintained in the UK market and provided to all relevant departments. This includes NZ manufactured products and other external suppliers to ensure all markets have common share results for spares and service material.
- Provide and maintain professional relationships with customers/service providers and provide up to date technical information on new and existing products.
- Responsible for after-hours calls for technical support.
- Responsible for organising and presenting technical training to the sub-contractors and service technicians in the relevant markets on new products and regular refresher training on existing products.
- Assisting with escalated employee issues.
- Develop KPIs that will assist in identifying department performance and workloads, and manage stat performance and produce leadership to the technical services and spares departments.
- Where specific actions are required with any individual import unit or equipment type, provide and maintain the technical references for what work is required.
- Ensure that prior to release of new product all technical information is updated and has been released to Blue Seal staff and subcontractors.
- Ensure that the appropriate levels of spare parts for new products has been ordered and is available from the release date of the new product.
- Analyse warranty spend for Blue Seal Ltd and identify product issues.
- Enforce corrective action and responsibility onto suppliers on all technical product issues, including those arising from the warranty cost analysis.
- Responsible for warranty parts management, specifically with parts return processing and supplier claims.
- Notify the service and sales department of any equipment issues.
- Produce monthly warranty spend by product and action plan to managing director.
- Assist with the identification and notification of equipment issues, create a culture where MDR (manufacture defect reports) are raised by technicians and responded to appropriately.
- Generating technical product documentation to a high standard of quality.
- OH&S – adhere to occupational health and safety standards by following established procedures and performing all duties in a safe manner.
- Contributing to the development of Blue Seal technical services intranet database.
- Undertaking technical services projects as required and in a motivated, competent and effective manner.
- Performing other duties as and when required by management in a willing, helpful and competent manner.
- Creating and maintaining professional relationships with internal and external parties as required for business purposes and personal development.
- Personally adhering to occupational health and safety standards by following established procedures and performing all duties in a safe manner.
- The post holder will have budgetary responsibilities – warranty – labour – overheads.
- Ability to manage a small technical team.
- A high level of business acumen.
- Demonstrable technical aptitude either through work experience or interests.
- Evidence of excellent written literacy.
- Demonstrable customer service focus.
- Evidence of excellent computer skills.
- Professional attitude.
- Some knowledge of electrical, gas and mechanical principles used in product design.
- A tertiary qualification in the engineering field.
- 2-3 years of relevant experience in a technical customer services role.
- The ability to communicate effectively (in a clear, concise and understandable manner) in writing as appropriate for the needs of the audience.
- The ability to choose which content on a subject should be included in a document and how best it should be expressed.
- The ability to read and comprehend highly technical documentation.
Analytical and critical thinking
- The motivation and ability to learn new information and processes by being aware of, and selecting and using, training or instructional methods appropriate for oneself.
- The ability to understand the implications of new information for both current and future problem-solving and decision-making.
- The ability to identify complex problems and to then gather and analyse information, and use logic and prior knowledge, in order to address work-related issues and problems.
- The ability to think critically by using logic and reasoning to identify the strengths, weaknesses, implications and consequences of alternative solutions or approaches to problems.
- The ability to generate innovative solutions and try different and novel ways to deal with problems and opportunities.
Oral communication and listening
- The ability to speak confidently and fluently and at a suitable pace in order to convey information effectively.
- The ability to perform active listening which involves giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Teamwork and co-operation
- The ability to develop effective and supportive relationships with colleagues.
- Has the willingness to work with others as part of a cohesive unit, effectively and co-operatively.
- Actively looks for ways to help people as part of their general demeanour.
- Time management — the ability to organise ones own time effectively, prioritise and prepare in advance and set realistic time scales.
- Independence — the ability to develop one’s own ways of doing things within the bounds of formal procedures, guide oneself with little or no supervision, and depend on oneself to get things done.
- Attention to detail — is careful about detail and accuracy at all times and thorough in completing work tasks.
- Motivation – establishes and maintains personally challenging achievement goals and exerts effort toward mastering tasks.
- Flexibility – is open to change and considerable variety in the workplace and is able to cope with change and variety. Has the ability to shift back and forth efficiently between two or more activities or sources of information.
- The ability to use appropriate methods and approaches to inspire and guide individuals or groups toward goal achievement.
- The ability to create and maintain an environment in which each person can make choices and take personal responsibility for their actions.
- The ability to develop effective and supportive relationships with colleagues.
- Supervision and management of staff: 2 x service engineers, 2 x service coordinators.
For more information or to apply
Contact: Glenn Danks, Blue Seal UK branch manager, 0121 3226636 or firstname.lastname@example.org