Offer summary

Qualifications:

Proven experience in a management or service excellence role, preferably in the heavy equipment or construction industry., Strong leadership and team management abilities with exceptional communication skills., Analytical mindset with the ability to interpret complex data and drive decision-making., Relevant qualifications in management, business administration, or a related field are desirable..

Key responsabilities:

Develop and implement service excellence strategies in collaboration with the Head of Service Operations.

Monitor service delivery performance and identify areas for improvement using data analytics.

Lead and mentor service teams to promote a culture of service excellence and customer-centricity.

Gather and analyze customer feedback to continuously enhance service offerings.

Job description

About The Role

SMT GB is excited to announce an opening for a Service Excellence Manager. In this critical role, you will be responsible for driving the overall service excellence strategy within our Service Operations team. working closely with the Head of Service Operations you will lead initiatives to enhance customer satisfaction, streamline service processes, and ensure that our service delivery meets the highest industry standards.

Key Responsibilities:

Work with the Head of Service Operations to develop and implement service excellence strategies and initiatives that align with SMT GB's vision.
Monitor and measure service delivery performance, using data analytics to identify areas for improvement.
Collaborate with various teams to ensure service processes are optimized for efficiency and effectiveness.
Lead and mentor service teams to foster a culture of service excellence and customer-centricity.
Ensure compliance with industry regulations and corporate policies in all service delivery practices.
Conduct regular training sessions to enhance team knowledge and skills in service provision.
Gather and analyse customer feedback to continuously improve service offerings.
Stay informed about industry trends and best practices in service management.

Requirements

Knowledge, Skills, And Experience

Proven experience in a management or service excellence role, ideally within the heavy equipment or construction industry.
Proven experience of driving business efficiencies and meeting financial targets
Strong leadership and team management abilities.
Exceptional communication skills, both verbal and written.
Analytical mindset with the ability to interpret complex data and drive decision-making.
Strong problem-solving skills and the ability to work under pressure.
Thorough understanding of service delivery processes and methodologies.
Experience in implementing service improvement initiatives.
Experience in customer relationship management software and MS Office Suite.

Desirable:

Relevant qualifications in management, business administration, or a related field.
Knowledge of SMT GB products and services.
Relevant certifications in service management or quality assurance.

Benefits

What We Offer You

In addition to a competitive salary, you will have access to the following benefits: