Service Operations Manager

Job description

Company: Finning (UK) Ltd Number of Openings: 1 Worker Type: Permanent Position Overview: We are looking for an experienced and inspirational Service Operations Manager to lead our Rebuild, Repair and Response operations at our Cannock HQ within our construction industry division, which will include our newly constructed Rebuild Centre, our Component Rebuild Centre, our Undercarriage repair & overhaul centre and our Engine Dynamometer testing operation. This is a high-profile leadership role responsible for driving operational excellence, transformational growth, customer satisfaction, safety performance and commercial success. At Finning UK & Ireland, we are proud to be the world's largest Caterpillar dealer, delivering industry-leading equipment, parts, service and solutions for more than 90 years. Supporting customers across construction, infrastructure, mining, energy and industrial sectors, our people play a vital role in keeping some of the nation's most important projects moving. Job Description: Major Job Functions Lead Finning UK's Workshop Operations (20%) Lead Finning UK's Workshop Service Operations at our Cannock headquarters. Manage resources, operational costs and workforce planning to deliver exceptional customer service, strong business performance and sustainable growth. Take ownership of capability and capacity planning to ensure the operation is equipped to meet current and future customer demand. Drive a High-Performing Service Culture (15%) Create and lead a service culture centred on customer excellence, collaboration and accountability. Work closely with colleagues across the business to deliver outstanding operational performance while developing an engaged and motivated team focused on continuous improvement. Deliver Outstanding Customer Experience (20%) Champion a customer-first approach across all areas of responsibility. Through your team of Service Controllers and field engineers, ensure the consistent delivery of a high-quality service experience that builds customer loyalty and long-term relationships. Continuously review performance and implement initiatives that enhance customer satisfaction and service delivery. Lead Safety, Quality and Operational Excellence (20%) Act as a visible leader for Health, Safety, Environmental and Quality (HSEQ) standards. Promote a positive safety culture through leadership, coaching and engagement, driving best practice across the operation. Support safety initiatives, regional leadership activities and toolbox talks while embedding a culture of operational excellence. Deliver Commercial Performance (15%) Take accountability for the financial performance of the Cannock service operation. Drive profitability by effectively managing service work-in-progress (SWIP), labour utilisation, cost control, cash collection and dispute resolution, ensuring both customer and business objectives are achieved. Develop and Inspire People (10%) Lead, coach and develop a team of Service Controllers and Engineers ensuring regular performance feedback, clear objectives and meaningful development plans. Build leadership capability within the team and create an environment where employees can realise their full potential and contribute to business success. Benefits Competitive salary Annual Bonus (10%) Car allowance 25 days annual leave + bank holidays (+ option to purchase additional 5 days holiday) Laptop and phone Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers) Up to 7% pension Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares) Private Medical Insurance You will benefit from enhanced maternity and paternity packages and new child payments to support new parents, family-friendly policies to support working parents, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, and length of service & recognition awards. Knowledge Mechanical and technical understanding of engineering cost and revenue profiles PC literate Understanding of budgetary control and processes Knowledge of heavy plant machinery and equipment Knowledge of CAT Product Range desirable Accountability Accountable for delivering all team activities to quality and on-time. Accountable for Health & Safety performance within workshops. Be a key member of the Finning UK&I management team through contribution and the development and delivery of strategy. Zero LTIs. Experienced with financial and operational budgets and targets. Labour utilisation > 80%. Service after repair 95% (target >98.5%). EOS engagement rating improvement YOY. Education and Experience 5 years experience of workshop or field service management, equipment or process engineering Financial management and controls Track record of delivering to deadlines Demonstrate team building and management through development and mentoring (desirable) Working Environment Office based At Finning we believe that our people are the heart and soul of our company and fundamental to our success. Our employees are rewarded with an attractive all-round benefits package and various flexible benefits. If you would like to be a part of a global organisation offering industry leading training and a competitive package, then apply online today At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces-friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.