Service Supervisor, South – New Business Team
Service Supervisor, New Business Team
Based in Ebbsfleet, providing support to the New Business team in the South
We are now looking for a Service Supervisor to join our New Business team to support customers within the London and South East area. This is the ideal role for a confident and experienced supervisor with a great customer focus to embark upon a rewarding career with a growing business.
Working as part of a dedicated team, you will provide leadership and direction to the new business team, to support them in delivering a high-quality service to patients.
The Role:
To provide day to day leadership and direction to the New Business technicians to ensure contractual obligations are fulfilled and the product fleet is managed accordingly.
A self motivated individual with the ability to manage others locally is absolutely essential, whilst maintaining first class customer service. You will provide strong leadership and motivate the team to achieve high standards. You will manage priorities accordingly, ensuring that the focus remains on H&S, SLA and the ongoing monitoring of processes and procedures. You will demonstrate the ability to communicate at all levels and monitor the data relating to service provision, highlighting trends and taking action.
Specifically duties will include:
– Management of the product fleet
– Tracking daily and updating the availability and status of product within internal systems, ensuring faulty units are recorded and repaired in a timely manner
– Actively manage the team to ensure customer SLA’s are met, and monitor response times daily to ensure adherence with customer driven SLA’s
– Ensure jobs are actioned and closed down in real time to minimise billing and usage errors
– Ensure the team maintain dress codes and present a professional image at all times
– Monitor staff training, ensuring all staff have the skills to perform their duties to a high standard
– Ensure that HR policies in relation to vehicles, timesheets, holiday requests, complaints procedure and expenses are understood and actively reviewed and discussed as necessary
– Assist with the prioritisation of jobs so that response times are achieved and focused on, on a per-job basis.
– Ensure that the Service Centre is in such a condition that the normal flows and safe operation of the site are guaranteed.
– Ensure that health and safety and safe electrical working practices are followed, ensuring that risk assessments are produced and reviewed
– Management and production of the shift plan.
– Help to minimise the company’s carbon footprint by fully engaging the team in the environmental initiatives that are in place
– Ensure that the work, rest and toilet areas are maintained to a high standard
– Be an active member of the service management team and actively contribute to a culture of continuous improvement, actively seeking ways to improve processes and save cost.
– Ensure that equipment remains safe to use and that calibration/servicing is performed as per recommendations and legislation.
– Check the presence and physical soundness of the teams electrical safety testers as a minimum once per month per site.
– Plan ahead to include management of holidays and training to ensure cover is available to meet customer demand, ensuring rotas covering (e.g. Christmas) are well planned in advance
– Contribute to and/or manage projects and initiatives as directed.
– Assistance with cover as required – e.g. holiday cover, PPM, audits as needed.
– Delegate and rotate some of these tasks in order to spread knowledge and depth of experience. Monitor accordingly.
– Participation in regular (minimum quarterly) meetings with the Area Supervisor and service team to communicate account performance, contract review feedback
– Regular (minimum weekly) meetings with the Area Supervisor to ensure alignment between the SLA and contract. Formally review SLA v performance.
About You:
To join us as a Service Supervisor, you will need:
– Technical knowledge and experience of Medstrom product fleet would be an advantage.
– Experience of leading/ managing teams
– Experience within a customer facing environment
– Experience within medical devices/ healthcare environment would be preferred but not essential
– Understanding of the healthcare industry
– Thorough understating of health and safety principles
– Driving licence required
– Strong organisational and communication skills
– Excellent customer service skills
– Flexible and able to manage and resolve problems and report back on their status in a timely manner
– Very good IT skills with a sound knowledge of the Microsoft office suite
– Ability to work both as part of a team and to be self-motivated
– Good at technical troubleshooting
– Able to deal with customers directly and in a proactive manner
– A DBS Check which the company will conduct
Working hours are 37.5 per per week which can include weekends and evenings depending on customer needs, therefore flexibility is essential
To apply for this role, please use the link below where you will be directed to our applicant tracking system