Aftercare Service Helpdesk Manager

2019-05-10 14:19:072019-05-28SER Limited
Job Type Permanent Full Time
Area London, England
Sector ICT - Audio Visual
Salary See Advert
Currency GBP
Start Date ASAP
Advertiser Seriena Johnrose
Job Ref 11
Job Views 47
Aftercare Service Delivery Manager
London, SW4
£35,000 - £55,000 neg plus package
Our Client is a market leader in the field of Audio Visual and Electronic design, installation and further solution support. They work in strong partnerships with private “high net worth” clients, architects, designers and developers to deliver fantastic AV solutions for residential, commercial and hospitality projects across Europe.
Typical projects involve bring complex systems into a fully single integrated, easy to use solution that makes usage easier and more secure. Systems that they design typically feature a number of elements, however mainly focusing on audio visual. Home cinema, CCTV, security, data networks, lighting controls, automated blinds and smart controls including remote access and control.
The position of Aftercare Service Delivery Manager is a key management role within this 60+ employee company, that will be responsible for managing their Clients maintenance, service and after sales care. This is a key management role.
The after care team is continually growing and the number of care packages provided is continuing to expand. A typical package will involve, AV and IT solutions including small works and up grades.
The current Aftercare team is a mixture of office based service engineers, coordinators and a team of dedicated field based engineers. There is also a pool of proven sub contractors who are used as required on more technical or bespoke care packages.
Your Primary Responsibility:
You will be expected to drive the team performance and ensure that pre-set KPI’s are continually reached and in fact over achieved.
Key Skills or Experience
  • You will need to have a great understanding of support ticketing and business management software.
  • Be able to identify methods of improvement.
  • Be able to identify ways of driving more work through each month.
  • Managing and growing the after care team.
  • Act as a 2nd line support to the coordinators when required
  • Work with the wider projects team to ensure delivery of sales.
  • Review profitability of each maintenance contract.
  • Ensure invoicing is carried out efficiently.
  • Highlight and implement training requirements as and when required.
  • Ensure that job allocation is efficient.
  • Work with the Security Manager to ensure compliance with the NSI gold accreditation.
  • Be able to deliver improvements by process creation.
  • Outstanding man manager.
Interested in hearing more about this unique opportunity? then please call Seriena on the listed number urgently or email a copy of your current CV.
This is a fantastic opportunity to join a true market leader.
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Capricorn Park,
Blakewater Road,
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Tel. 01254 781300
Company No: 6281400

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