Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling, and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop, and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Main Purpose of Role
As Head of Service - Ability, you will lead the growth of the Ability Service & Spares offering, focusing on achieving monthly targets, annual budget objectives, and long-term growth strategies. Your responsibilities will span developing innovative service solutions, establishing a high-performing, remotely managed field service capability, and delivering exceptional customer experiences.
Your commercial expertise, negotiation skills, and collaboration with senior management will be critical in developing partnerships, driving revenue growth, and ensuring operational excellence. You will work closely with senior management and other divisional teams to align service objectives with broader business strategies, fostering collaboration across the organisation to ensure the Service & Spares function integrates seamlessly into the company’s overarching goals.
Key Accountabilities
Attainment of monthly, annual revenue, profit margin, and growth targets.
Define and implement new revenue-generating service offerings including but not limited to:
Start-up service to include the connection and gassing of split units. Warranty validation (commissioning and set to work). Extended warranty service contracts. Annual service contracts. Remote optimization services. Remote diagnostic services. Spare part and out of warranty labour. Upgrade scheme for end-of-life products.
Develop and execute a 5-year business plan for profitable growth in service and aftersales. Negotiate and manage contracts with internal teams and external stakeholders to secure favourable terms for the business. Manage a resource of internal and external 3rd party aftersales engineers. Set, measure, and report on SLAs with direct and 3rd party engineers. Responsible for spare parts management and sales to ensure maximum GM is achieved. Manage performance through effective key performance indicators, targets, and goal settings. Provide leadership for problem resolution to facilitate high levels of customer satisfaction. Manage lean processes to improve quality, cost reduction, and on-time delivery. Foster collaboration throughout the organisation, demonstrating an understanding of stakeholder objectives. Communicate business updates to engage colleagues in the company strategy. Participate in the organisation’s business planning process, including budget setting for the Service and aftersales function. Represent the company in disputes, where appropriate. Ensure compliance with standards for cost control, margin management, waste reduction, and quality. Maintain out-of-hours service levels to ensure high customer service and satisfaction. Skills, Knowledge and Experience Essential Criteria Experience in a senior management role with responsibility for an entire function. Management experience in the HVAC service and aftersales, manufacturing, and contracting environment. Proven success in driving change in commercial approach, margin control, and operational excellence. Well-developed analytical skills including budgeting, financial reporting, and management of variances. Knowledge of Health & Safety practices, F Gas regulations, and building regulations. Curious and always looking for ways to improve. Able to take ownership of tasks. Demonstrates honesty and integrity. Ability to plan ahead, set goals, and organise effectively. Customer-focused and driven to exceed excellence. Flexible and adaptable to change. Team player who encourages positive communication and respect. Travel Occasional travel across the UK, Ireland, Germany, and France may be required, including early starts and late finishes. Glen Dimplex Values At Glen Dimplex, we are proud of our Company Values, which are at the centre of all that we do. In addition to role-specific skills and experience, our colleagues are expected to always strive to: Think Customer Care About People Keep It Simple Acknowledgement This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the role.
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Start-up service to include the connection and gassing of split units. Warranty validation (commissioning and set to work). Extended warranty service contracts. Annual service contracts. Remote optimization services. Remote diagnostic services. Spare part and out of warranty labour. Upgrade scheme for end-of-life products.
Develop and execute a 5-year business plan for profitable growth in service and aftersales. Negotiate and manage contracts with internal teams and external stakeholders to secure favourable terms for the business. Manage a resource of internal and external 3rd party aftersales engineers. Set, measure, and report on SLAs with direct and 3rd party engineers. Responsible for spare parts management and sales to ensure maximum GM is achieved. Manage performance through effective key performance indicators, targets, and goal settings. Provide leadership for problem resolution to facilitate high levels of customer satisfaction. Manage lean processes to improve quality, cost reduction, and on-time delivery. Foster collaboration throughout the organisation, demonstrating an understanding of stakeholder objectives. Communicate business updates to engage colleagues in the company strategy. Participate in the organisation’s business planning process, including budget setting for the Service and aftersales function. Represent the company in disputes, where appropriate. Ensure compliance with standards for cost control, margin management, waste reduction, and quality. Maintain out-of-hours service levels to ensure high customer service and satisfaction. Skills, Knowledge and Experience Essential Criteria Experience in a senior management role with responsibility for an entire function. Management experience in the HVAC service and aftersales, manufacturing, and contracting environment. Proven success in driving change in commercial approach, margin control, and operational excellence. Well-developed analytical skills including budgeting, financial reporting, and management of variances. Knowledge of Health & Safety practices, F Gas regulations, and building regulations. Curious and always looking for ways to improve. Able to take ownership of tasks. Demonstrates honesty and integrity. Ability to plan ahead, set goals, and organise effectively. Customer-focused and driven to exceed excellence. Flexible and adaptable to change. Team player who encourages positive communication and respect. Travel Occasional travel across the UK, Ireland, Germany, and France may be required, including early starts and late finishes. Glen Dimplex Values At Glen Dimplex, we are proud of our Company Values, which are at the centre of all that we do. In addition to role-specific skills and experience, our colleagues are expected to always strive to: Think Customer Care About People Keep It Simple Acknowledgement This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the role.
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