Nelson - Service Manager
About us
At DC Equipment, we are on a mission to create safer and more productive steep slope industries worldwide. We design and manufacture innovative mechanized equipment that significantly reduces health and safety risks for workers, while boosting overall efficiency and productivity.
Headquartered in New Zealand with manufacturing operations in Canada and Chile, and distributors across the North America, South America and Australasia, DC Equipment is a global leader in steep slope solutions. In 2023, we acquired Madill, a renowned brand in forestry equipment, known for its legendary reliability.Alongside our Falcon Forestry Equipment brand, Madill represents our commitment to excellence and long-term value.
At DC Equipment, our actions are driven by our core values:
- Zero Harm
- Innovation
- Teamwork
- Excellence
- Accountability
- Passion
The role
As our Service Manager, you will play a pivotal role in ensuring the smooth and efficient delivery of our services and maintaining high levels of customer satisfaction. You will lead and mentor a team of service professionals, optimize our service processes, and act as a key point of contact for our valued clients.
Key Responsibilities:
- Lead, motivate, and develop a team of service technicians.
- Oversee the day-to-day operations of the service department, ensuring efficient scheduling, resource allocation, and workflow management.
- Act as the primary point of contact for escalated customer service issues, resolving them effectively and professionally.
- Develop and implement service policies, procedures, and standards to enhance service quality and efficiency.
- Monitor key performance indicators (KPIs) and analyze service data to identify areas for improvement.
- Ensure accurate record-keeping of service activities, customer interactions, and resolutions.
- Collaborate with other departments to ensure seamless service delivery and customer satisfaction.
- Manage service budgets and control expenses effectively.
- Stay up-to-date with industry best practices and emerging service management trends.
- Conduct regular team meetings and performance reviews.
- Foster a positive and customer-centric team culture.
What You'll Bring:
- Proven experience in a service management role.
- Strong leadership and team management skills with the ability to motivate and develop others.
- Excellent communication, interpersonal, and problem-solving skills.
- A strong customer-centric mindset with a genuine desire to exceed customer expectations.
- Exceptional organizational and time management abilities with a keen attention to detail.
- Proficiency in using service management software and CRM systems.
- Ability to analyze data and generate insightful reports.
- A proactive and results-oriented approach.
If you think you have the skills and experience to succeed in this role, please apply today or contact Sian Alderson on 027 228 0168 for a confidential discussion.