Operations and Installations Manager

JOB LOCATION: Milton Keynes

DURATION: PERM Role

SALARY: £60K - £65K + Benefits + Car Allowance

TRAVEL: National (UK & Ireland)

Job Goals/Mission:

The overall aim is to achieve objectives as well as supporting other service and technical members in achieving the department's goals through own productivity, efficiency, accuracy.

Goals:

To develop the repair and support strategy within the business, to utilise and develop Management information to promote, direct Service strategies across the business.

Installation support - Manage BAU installation activities along with Service support management for other peers - align with technical support to ensure BAU programmes for all products are in place, Spare parts planned accordingly with the SCMT, resource justified according to Engineer utilisation and are available and trained to correct levels.

Monitor Left over call rates - review cause and corrective actions.

Monitor Engineer utilisation.

Strategy development:

Enhance the KPI reporting to increase efficiency in workshop, Customer Support Team - reporting weekly - Call rates, Engineer utilisation.

Develop the Customer Support Team with the Customer Support Supervisor to be central administration function, Fleet management, Flight, Hotels

Ensure all SLA's are being met, MI information reviewed and reported to the Management team.

Manage Leave and Scheduling - review systems and processes and adapt accordingly.

Manage SAP rollout and review utilisation - continuous improvement.

Engineer development programme - implemented and promoted- Technical/Management and reported Monthly to Head of Service.

Responsibilities:

• Manage the Customer Service Team
• Set KPI's for the Team -Customer SLA's response, Data accuracy, MI reporting, Call response (answering calls), Engineer utilisation, continuous improvement.
• Manage the Repair centre - Workshop layout - workflow-furniture, storage, tools, best systems of work. Resource levels - appropriate- Triage support response- Workshop repair system feedback - MI reporting/dashboards -Telephone clear- First time fix-Left over call review-Technical documentation - training
• Manage the installation Team - Support installation services to the Service management team- Volumatic, Sesami- flex team to cover unsociable hours - support Project Team
• Scheduling - manage the scheduling across the business, ensure all shifts are covered and appropriate resource levels are reported. MI produced to report leave coverage, Outstanding leave, Open vacancies and status of recruitment.
• Management Information/KPI reporting - Ensure Weekly/monthly KPI figures are produced, reviewed and reported
• Environmental and Health and Safety support

Generate and promote a positive health and safety culture.

Assist the Health and Safety Manager and committee to ensure that all safety.

Legislation is adhered to and practices are adopted.

Carry out risk assessments, site audits, COSHH assessments within MK.