Ireland Careers

Key Responsibilities & Tasks of the Jobholder:

        1) Partnership with Service Director

• Work closely with the Service Director to oversee the day-to-day coordination of the Field Service Team and Internal Service Team activities

• Act as a communication channel between the Service Director and other areas of VWT Ireland to enable the efficient execution and management of daily tasks

• Manage Vendor relationships, for example: Workwear providers, training providers etc

• Provide feedback to Service Director / Management Team on any points that should be addressed, for example: operational and/or commercial issues, human resources, health & safety etc.
  
  2) Service Team Development

• Support HR with Service recruitment activities

• Facilitate regular performance check-ins and appraisals with teams by Service Director

• Monitor and track performance management on behalf of Service Director

• Orchestrate training, coaching and development of team members

• Monitor time and attendance of team members on behalf of Service Director
  
  3) Service Excellence

• Support the business with ongoing initiatives to achieve Customer Service Excellence

• Provide a point of contact for our Customers who require escalation or additional support

• Take ownership for resolving customer queries

• Coordinate monthly / quarterly Service team meetings to ensure strong working relations and close alignment between all team members

• Initiate meetings with key customers and Service Team to build stronger relationships
  
  4) Commercial Excellence

• Implement the Commercial Excellence Model to ensure alignment and effective communication between Service and Commercial teams

• Organise the monthly Business Development meetings and personally follow up and close out any actions from the meeting

• Manage and maintain the Salesforce database for the company, acting as the liaison between the Commercial and Service teams

• Support the Technical Sales Team by issuing quotations for Laboratory equipment

• Provide data and reporting from the Salesforce Database as required
  
  5) Service Office Management

• Provide a first point of contact when the Service Director is unavailable (maintaining regular contact with Service Director)

• Provide an internal point of contact for the field-based Service teams

• Recommend and implement innovations to improve the effectiveness of the Service Business Teams

• Provide efficient operational resolutions as required i.e. Telephone cover, workload re-assignment, annual leave cover etc

Key points to be noted by the jobholder:

1. Critical Role
   The Service Office Manager will be expected to travel throughout Ireland to execute the responsibilities and tasks of the role. International travel may also be required, as necessary.
2. Ownership & Accountability
   The jobholder undertakes to work efficiently and effectively, and to take full ownership for the responsibilities and tasks, and accountabilities of the role - and to seek direction and approval from company management where required.
3. Professional Relationships
   The jobholder undertakes to maintain collaborative relationships with customers and colleagues, and deliver excellent service and support to both, at all times.
4. Polite & Professional Manner
   The jobholder undertakes to interact with customers, colleagues, and company management in a polite and professional manner, upholding the company’s reputation at all times.
5. Team Player
   The jobholder will proactively contribute to the company’s success, and act as a responsible team-player to support your colleagues and the best interests of the company at all times.
6. Continuous Improvement
   The jobholder is committed to the on-going success of the company, and undertakes to actively deliver continuous improvement to support growth within the company.
7. Motivated & Organised
   The jobholder is punctual, motivated and an organised self-starter who demonstrates enthusiasm and commitment to completing all tasks and activities to the highest standard possible, and within the required time-frame.
8. Continuous Learning
   The jobholder commits to continuous learning and the use of the latest IT equipment and software as required by the role.
9. Positive Approach
   The jobholder demonstrates a positive approach to all tasks, and can work unsupervised or as a part of a team to complete the work duties required in the role.
10. Policies & Procedures
    The jobholder undertakes to follow company directives, and adhere to company policies and procedures at all times.

Key Responsibilities & Task