Service Manager

Reports To: Principal Director

Position Summary: The Service Manager is responsible for the overseeing of each section of the service remit.  This includes but not limited warehouse, workshop, service team, and service desk.

Key Responsibilities:

• Service Team

Setting and Maintaining KPI

Producing KPI data in line with FSG values for both individual employees and service department

Perform regular Quality Audits of both employees, departments and processes

• Staff Engagement

Addressing career progression and individual development of staff members

Succession planning and training

Customer Satisfaction

Setting and maintaining customer expectations in line with FSG values

Handling of customer escalations

• Scheduling

Oversee resource allocation

• Warehouse Operations

Stock Control – Spares and Consumables

Maintaining processes involving purchasing, receipting, storing of inventory

Maintaining an inventory to meet both return call KPIs and costs on shelves limit

Perform regular stocktakes

Stock Control – Equipment

Creating and Overseeing processes involving equipment movement new and return

Third Party Providers

• Service Providers

Produce and maintain SLA agreements with third party providers in line with FSG value and goals

Maintain relationships with third party providers

Perform monthly reports on works performed by third party providers, including costings and adherence to SLA agreements

• Fleet Management

Produce and maintain vehicle use policies

Perform regular checks of vehicles

• Strategy Implementation

Develop and ensure the delivery of the Service plan in line with FSG business goals, including,

Revenue; profit and costs inline with FSG goals and Customer SLA targets

Continuous process improvement

Communication plan

Cross departmental teamwork

• Health Safety

All employees are responsible for ensuring the health, safety and warfare of all employees and others within the work place

Set and follow WH&S as set by Safework Queensland standards

Work safely in accordance with safe work and risk reduction practices

Demonstrate a focus for improvement and commitment towards working with safe practices

Position Knowledge and Capabilities

·       FSG leadership behaviours clearly demonstrated and championed

·       Established understanding of developing medium term business strategy working in collaboration with other departments

·       Ability to monitor operational delivery against performance measures and KPIs

·       Ability to gather and present detailed data from various sources, and apply it for operational purposes

·       Ability to develop and implement appropriate communication plans that ensure FSG values and goals are met, understood within team and third party suppliers

·       Ability to display technical knowledge of products and services with the FSG companies umbrella

·       Demonstrated ability to manage service costs within plan and support FSMA pricing to achieve profitability whilst maintaining the customer satisfaction expectations

·       Ability to identify and assess suitable talent during recruitment activities

·       Ability to leader performance management processes to support employee development and accountability