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Service and Maintenance Manager

POSITION DETAILS

Reference 3047
Start date 07/09/2018
Position Service and Maintenance Manager
Province East Anglia
Contract type ft
Salary £28,000 to £30,000

DEALER DETAILS

Contact name mr. Michael Casanova
Company Ben Burgess Norwich
Telephone number 01603 628251
Fax number 01603 762194
Address
E-mail address

Description

Our Services and Maintenance Manager reports into our Service Director, accountable for the delivery of our customer services including Ben Burgess Service Guard, Warranty and Protection plans. From supporting our Area Sales Managers through to dealing directly with customers at every stage of the process including establishing customer needs, providing quotations and setting up plans. In addition the role requires the monitoring and pro-active support from our telematics systems including JDLink and Hubio. You will active monitor these systems and deal with alerts as required to ensure the customers are kept up and running, providing and administrating pro-active service / maintenance as required.

In addition to the above, this role offers the opportunity to support our Norwich Service Manager through the smooth running of the workshop and workshop administration. This role is varied and challenging for the right candidate offering the ability for the right candidate to demonstrate both their technical expertise and customer service / sales skills. Given the variation in the role the right candidate must be able to work under pressure.

Service and Maintenance Manager accountabilities include:

  • Preparing schedules based on customer requirements for service plans.
  • Administer the service contracts including invoicing, updating the CRM system and scheduling of work on contract plan machinery.
  • Ensuring correct administration of warranty and protection plans, transferring ownership of plans to other franchised companies.
  • Supporting Area Sales Mangers in selling, quotation and administration of service and protection plan products ensuring clear pricing and payment schemes are outlined.
  • Monitoring JDLink telematics alert system and react accordingly including informing customer of faults and booking maintenance as required.
  • Administration of MyJohnDeere accounts for new and existing customers and liaising with John Deere global support for system enquiries as required.
  • Supporting Depot Service Manager(s) in the smooth operating of the workshop including standing in as deputy in their absence.
  • Working closely with our marketing team to build clear marketing plans for the service plans and other products.

We look for:

  • Experience of working with warranty and service plan type products, ideally in a sales capacity.
  • Strong understanding of marketing and sales practices / processes.
  • An aptitude and interest in technology.
  • Experience working with computer software including bespoke and office software (word, excel etc).
  • Ideally, experience working in a vehicle service department or similar
  • Excellent customer relations skills.
  • Strong verbal and written communication.
  • Familiar with franchise and competitive products
  • Full UK driver’s license

Established in 1931, Ben Burgess has been supporting the local farming communities for over 80 years. As an original John Deere dealer since the brand entered the UK market in 1965, we are now recognised as one of the leading dealers of John Deere machinery in the UK. Alongside the John Deere brand we also supply our customers with other leading manufacturers in the agriculture, construction and grounds care industries such as Grimme, Hitachi, Manitou, Weidemann, Kuhn and Timberwolf.

From our six sites in the East of England we supply equipment across the UK and export worldwide, selling new and used machinery, services and parts to our growing customer base. Our vision for our company is simple, to be the leader in our industry by offering excellent customer experiences and an inspiring place to work. We do this by living our family values and building partnerships up with our customers, employees and suppliers.