Service Manager - Thetford Area

Rioned is the European market leader in drain cleaning and jetting equipment. The company covers all aspects of business from engineering and designing the products, to the sales department and then the after-sales service. Rioned also offers a complete package rental service for some machines.

The UK team is based in Thetford, Norfolk with a sister company in Keighley, West Yorkshire. Across these two sites are just 25 employees which means the UK team is small and agile. The business relies on all employees to roll up their sleeves, really get involved and provide input into processes regardless of role or position.

Over the past three years, we have seen record year-on-year growth which is a credit to offering top-spec products and having a great team of people. This is our recipe for success.

As a Service manager, your role will be to oversee the day-to-day management of the company’s after-sales and service function, ensuring maximum uptime of our equipment and thereby enhancing our overall client experience. The role will involve dealing with customer requests and the resulting allocation of work within the Service department as well as liaising with the Sales and Parts departments as required.
Whilst this role shall be predominantly depot-based, you may be required to travel to client’s sites from time to time.

Responsibilities and Duties

• Ensuring that customers receive excellent levels of service and are kept informed of job timings and progress; ensuring they feel valued and informed throughout their dealings with Rioned.
• Supporting the team of technicians including supervising and coaching them with their tasks, assisting with tasks and mentoring and training as required.
• Ensuring efficiency and profitability and that repairs are completed correctly using the correct company processes and safety guidelines.
• Management of Service Team (Field and Yard based)
• Manage and oversee all service activities for the company, including the scheduling technicians and timely despatch of parts
• Processing sales orders
• Provide First Line Technical Support to our clients
• Maintenance of all our Equipment, ensuring minimum downtime
• Budget Management within the service department

Key Attributes:

• Previous experience is a technical service business
• High level of Inter-Personal Skills and ability to influence and negotiate
• Can do Positive Attitude
• Excellent customer service skills both face-to-face and on the phone
• Good attention to detail and time management skills
• Able to work calmly and effectively under pressure
• Computer Literate
• Possession of a Valid Driving Licence

Safety

• Implement and be responsible for the company’s safety policies and procedures.
• Ensure any accidents/incidents are reported to the Managing Director and the Incident/Accident procedure followed
• Responsible for the management and scheduling of inspections, routine checks, and maintenance of all plant and vehicles
• Champion Health & Safety by promoting and complying with the company Health & Safety policy and all relevant legislation
• Responsible for ensuring all technicians have the correct driver’s licences, and up-to-date qualifications

Interview process

Potential candidates will be required to have a phone / Zoom interview before the first face-to-face interview

Interested? Please send an e-mail with your resume and motivation letter to Mathew Owen at [email protected]. Or fill in the form below. We are looking forward to hearing from you!