About Crown
Crown is one of the world's largest material handling companies with a reputation for award-winning product design, advanced engineering and technology, and superior after-sale service. Crown's business philosophy utilizes vertically integrated processes to design, manufacture and distribute forward-thinking, innovative solutions that improve customers' productivity and operating efficiency. Crown produces a broad range of forklifts as well as automation and fleet management technologies. The Company's global headquarters is located in New Bremen, Ohio, USA, with regional headquarters in Australia, China, Germany and Singapore. Crown employs more than 14,000 people worldwide. Crown operates a service and distribution network that exceeds 500 retail locations in over 80 countries. To learn more about why Crown is a great career choice, visit crown.com. You can also view our online newsroom at http://www.crown.com/en-sg.
About the Role
Crown Equipment is currently seeking an individual to join the Service Team based in our Singapore Branch Office as a Service Manager. This role will oversee the Singapore market.
If you are looking for a dynamic, engaging and customer centric role centered around industrial technology, this opportunity is for you!
Role Summary
Manage the people resources, physical assets and customers of the service department so that financial targets are achieved and customer service levels meet the company’s expectations. Ensure there is growth in service customers on file and that customer churn is minimised.
Key Areas of Responsibilities
Department Sales, Profitability & Operational Performance
- Monitor performance & results against forecast for Service Department.
- Prepare forecasts and budgets for Service Department.
- Conduct Monthly Management meetings to review monthly results, develop strategies for coming months and future opportunities.
- Manage and achieve Daily 7, with the support from the Field Service Manager, to achieve service revenue budget.
- Achieve 90% first time completion for all jobs and achieve PMP average job times to standard for 98% of all PMP.
- Achieve average job rate of 3.5 jobs per day.
- Manage and recover outstanding debts to achieve outstanding debtors to within 45 days.
- Monitor and manage running cost of company assets including the rental fleet, service vans and vehicles etc and cost of sales for service and rental to achieve contribution budget.
Rental Asset Management
- Manage Green Tag % to achieve Company Objectives.
- Manage service cost on rental trucks to maintain within budget or at 20% of rental revenue.
- Manage contract profitability analysis and recommend strategy to improve.
- Manage and recover mishandling and abuse repair cost for rental trucks from customer. Achieve monthly budget for mishandling/abuse billing.
- Manage and ensure zero overdue PMP over 30 days for rental fleet.
Staff Development & People Management
- Manage performance of service department through the GDR scorecard and ensure employees achieve their performance goals.
- Utilise the GDR system to identify development needs of staff and provide training/guidance to improve their performance.
- Ensure company processes and policy is adhered to and mete out disciplinary action when required.
Safety & Risk Management
- Minimize and eliminate the risk of injuries specifically Lost Time Injury Frequency Rate.
- Participate in company safety initiatives - Crown Care audits of 80%.
- Ensure adequate resources are allocated for safety purposes e.g. training, OH&S Committee meetings and supervision.
- Ensure that staff follow safety procedures and lead by example.
- Ensure product incidences/issues are reported promptly.
- Ensure resources are available to achieve 95% response on Emergency Breakdown Calls.
- Being the safety champion of the branch.
- Assist in promoting and ensuring safe work practices.
- Assist in completing the monthly hazard inspections.
- Ensuring compliance with Crown’s safety calendar.
Customer Service
- Meet with, understand and address the needs of customers to help improve customer relations and retention.
- Address and resolve, in a timely manner, customer complaints.
Industrial Relations
- Establish and maintain open communications at all times with employees and Union Representatives.
- Use a consultative process for the Department Enterprise Agreement and for ongoing consultation with employees and their representatives to achieve good outcomes for both the company and employees.
Recruitment of Talent
- Develop and maintain a workforce plan that identifies actual staffing numbers against budget/target and then organise recruitment activity to fill vacancies as required.
- Interview job candidates
- Ensure recruitment processes are in place to manage job interviews through to placement of new staff.
Skills and Experience Requirement
- Diploma/Degree in Engineering and related disciplines
- Experienced in handling a Regional role.
- Experience leading a team and with P&L responsibility.
- Prior work experience in a similar role from Industrial/Capital Equipment industry
- Prior experience in managing field-based employees with strong working knowledge of the mechanical and technical aspects of a service environment.
- Prior experience in a service environment and knowledge of AS400 system will be advantageous.
- Results-driven with proven track record of meeting/exceeding set targets
- Strong leadership skills and ability to analyze and resolve issues promptly.
- Strong verbal and written communication skills, and ability to communicate/negotiate effectively with both internal and external customers.
This position will be based at 15 Tuas Avenue 8, Singapore 639230 .
If you are looking for an opportunity to develop a career in a challenging and fast-paced environment, with a leading innovator in world-class forklift and material handling equipment, please send in your resume today!
