As part of the Management team of the Company, the role has full responsibility for the development of strategies for the long-term profitable growth of the Parts and Service business; delivering optimum levels of Parts and Service profit contribution; ensuring the effectiveness of product supply and technical support within the Watling JCB Limited territory area for after-market business. Additional responsibilities of this role include such activities as developing your staff, mentoring, and providing career coaching; motivating your staff, individually and as a group; understanding and supporting diversity; and establishing an effective team.
Department:
After Market Department Responsible to:
Product Support Director Remuneration:
As well as a competitive salary, we also offer a benefits package that includes generous holidays, pension scheme with generous employer contributions, a health cash plan and a death in service benefit. Duties/Responsibilities: To ensure a market leading level of customer service and customer satisfaction To implement business improvements which deliver service revenues and profitability in line with the company business plan Responsible for health, safety & environmental standards within the parts, service and engineering operations Provide strategic direction to the service business that supports the overall construction equipment group strategy, and to contribute to the overall strategic objectives and the general management of the company To provide policy and guidance on all parts, service and engineering issues To support the work to establish parts and service offerings appropriate to the company after-market, in conjunction with the Product Support Director To provide leadership to a team of professionals in line with the company expected code of conduct To manage issue resolutions which meet customer and business operational expectation To develop the parts, service and engineering management team to work effectively in a multi-functional organisation and be able to support the full range of company strategic objectives To represent the company in parts, service and engineering forums internally and externally To ensure the appropriateness of Technical Training and Warranty cost management To generate business plans and forecasts, along with analysis of results and special investigations Strong leadership skills and ability to manage a team of professionals Strong personal credibility and well developed interpersonal / customer relationship skills Strong commercial awareness, networking skill and a knowledge of JCB customers Understanding conflicting needs and achieving satisfactory commercial solutions without compromising customer satisfaction or the interests of the business Self-motivation, a proactive approach and use of initiative with the ability to work independently and drive changes to deliver results Highly numerate and literate, with a structured and logical approach, combined with lateral thinking Ability to act decisively, but in a measured way, with tact and facilitate decision making at appropriate levels in the organisation A good level of technical & engineering understanding Excellent communication skills (listening, informing, presenting) Strictly adhere to company credit control procedures To ensure all staff operate systems, which maximise customer satisfaction Appropriate reporting to Senior Management Carry out all work practices in line with company health and safety policy and adhere to all company policies in accordance with the Company handbook terms and conditions of employment Contribute to overall success of Watling JCB through teamwork and good communication within the company Provide excellent customer service Abilities, Skill Set and Experience: Proven record of working within a Customer sales/service environment Possess leadership skillset Honest, reliable, trustworthy, good time keeper. Ability to communicate efficiently at all levels – verbally, in print and on the telephone Possess excellent negotiation skillset Ability to work well as part of the team Have knowledge and experience in using Microsoft Office Software, ADP Computer System and PDA systems Have efficient networking skills Be able to delegate responsibilities Good stress management and problem solving skillset Understanding blue-prints, sketches, and technical drawings
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After Market Department Responsible to:
Product Support Director Remuneration:
As well as a competitive salary, we also offer a benefits package that includes generous holidays, pension scheme with generous employer contributions, a health cash plan and a death in service benefit. Duties/Responsibilities: To ensure a market leading level of customer service and customer satisfaction To implement business improvements which deliver service revenues and profitability in line with the company business plan Responsible for health, safety & environmental standards within the parts, service and engineering operations Provide strategic direction to the service business that supports the overall construction equipment group strategy, and to contribute to the overall strategic objectives and the general management of the company To provide policy and guidance on all parts, service and engineering issues To support the work to establish parts and service offerings appropriate to the company after-market, in conjunction with the Product Support Director To provide leadership to a team of professionals in line with the company expected code of conduct To manage issue resolutions which meet customer and business operational expectation To develop the parts, service and engineering management team to work effectively in a multi-functional organisation and be able to support the full range of company strategic objectives To represent the company in parts, service and engineering forums internally and externally To ensure the appropriateness of Technical Training and Warranty cost management To generate business plans and forecasts, along with analysis of results and special investigations Strong leadership skills and ability to manage a team of professionals Strong personal credibility and well developed interpersonal / customer relationship skills Strong commercial awareness, networking skill and a knowledge of JCB customers Understanding conflicting needs and achieving satisfactory commercial solutions without compromising customer satisfaction or the interests of the business Self-motivation, a proactive approach and use of initiative with the ability to work independently and drive changes to deliver results Highly numerate and literate, with a structured and logical approach, combined with lateral thinking Ability to act decisively, but in a measured way, with tact and facilitate decision making at appropriate levels in the organisation A good level of technical & engineering understanding Excellent communication skills (listening, informing, presenting) Strictly adhere to company credit control procedures To ensure all staff operate systems, which maximise customer satisfaction Appropriate reporting to Senior Management Carry out all work practices in line with company health and safety policy and adhere to all company policies in accordance with the Company handbook terms and conditions of employment Contribute to overall success of Watling JCB through teamwork and good communication within the company Provide excellent customer service Abilities, Skill Set and Experience: Proven record of working within a Customer sales/service environment Possess leadership skillset Honest, reliable, trustworthy, good time keeper. Ability to communicate efficiently at all levels – verbally, in print and on the telephone Possess excellent negotiation skillset Ability to work well as part of the team Have knowledge and experience in using Microsoft Office Software, ADP Computer System and PDA systems Have efficient networking skills Be able to delegate responsibilities Good stress management and problem solving skillset Understanding blue-prints, sketches, and technical drawings
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