Service Manager

Working hours: 8:30am – 5.:00 pm Mon-Fri

Holiday: 25 days (plus Bank Holidays)

Salary: Competitive

Contract type: Permanent

About CMZ:

CMZ is an industry leader in the production of high-precision, top-quality CNC Lathes. With an impressive legacy spanning 75 years, our journey in lathe manufacturing has been defined by unwavering excellence and continuous innovation. Anchored by a team of over 500 adept and skilled individuals, CMZ's commitment to exceeding expectations propels our continued success.

Position Overview:

Are you a dynamic and results-driven professional with a proven background in CNC metal cutting and machine tool service? We are actively seeking a visionary Service Manager to spearhead our After Sales Service Office at our Rugby location. If you are driven by customer satisfaction, possess exceptional leadership capabilities, and boast a robust technical foundation, we invite you to embark on this exciting journey with us.

Essential Requirements:

Personal Qualities: As a Service Manager, you will be the driving force behind our service operations. Your ability to navigate delicate situations with tact and diplomacy, coupled with your adept coaching skills and customer-centric presentation abilities, will be pivotal. You are a collaborative team player who thrives within established guidelines, complemented by a high-energy, proactive approach. Your professional demeaner and sharp appearance will set the tone for our entire service team.

Skills and Experience:

• Demonstrable commercial acumen and analytical prowess.
• Effective people management skills, including team evaluations.
• Proficiency in Microsoft Office and Windows-based programs.
• Exceptional organizational and time management capabilities.
• Outstanding dedication to customer service excellence.
• Collaborative mindset with a proven aptitude for teamwork.
• Dependable attendance record with flexibility for busy periods.
• Experience in CNC lathe setting and Fanuc programming advantageous.
• A Background of field service with expertise in metal cutting machine tools. Proficiency in interpreting Engineering Drawings.

Responsibilities: As the Service Manager, you will play an instrumental role in driving the triumph of our After Sales Service Office. Your responsibilities will encompass:

• Overseeing all facets of the After Sales Service Office, including personnel and technical resources.
• Direct reporting to the CMZ Global Service Director and effective customer liaison to discern their unique needs.
• Managing customer enquiries, generating quotes, order processing, and ensuring punctual delivery.
• Parts management, including identifying if a failure is covered under warranty and parts returns to the factory. Parts identification from drawings and technical documents.
• Active promotion of preventive maintenance service contracts to end users.
• Leading a team of customer service technicians and support advisors.
• Strategically organizing service activities to optimize efficiency and financial performance within budget parameters.
• Providing technical support to both customers and CMZ engineers in the field.
• Cultivating courteous and respectful communication with customers and employees through various channels.
• Overseeing invoicing for service and parts, credit control, and invoice resolution.
• Coordinating allocation of engineers for breakdowns and routine service tasks.
• Managing the end-to-end service process, including budget oversight.
• Health and safety of workforce. Ability to carry out risk assessment and provide method statements.

Qualifications:

• HNC or equivalent in an engineering discipline.
• A minimum of 3 years' hands-on experience as a CNC metal cutting service engineer.
• Prior exposure to service management roles is advantageous.