Finning (Ireland) Ltd Permanent We have an exciting opportunity for a Customer Service Manager at our flagship Dublin branch to lead and our depot and field-based service function.

The Customer Service Manager will have responsibility for a team of circa 30, and be charged with leading the engineering and support functions within the agreed business strategy to deliver excellent quality and customer service, ensuring adherence to SHEQ in a cost effective and safe environment. They will support the development of process improvement practices and efficient workforce utilisation to maximise throughput, whilst demonstrating leadership, drive the development of talent and a continuous improvement culture to deliver first class performance.

• Lead direct reporting teams and functions. Manage and develop individuals and teams to maximise future opportunities and address concerns.
• Manage all functions within budget and financial targets to maximise profitable performance.
• Lead the monitoring and management of performance metrics to demonstrate performance and drive continuous improvement through direct reports.
• Lead and drive quality interaction with other business functions to maximise business targets and goals.
• Lead and ensure the efficient scheduling of work to maximise efficiency across all teams.

• Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions

• Cultivates Innovation: Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still

• Drives Results: Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome for Finning

• Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change

• Commercial Mindset: Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made

• Decision Quality: Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm

• Situational Adaptability: Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction

• Develops Talent: Developing the team to meet both their career goals and Finning’s goals. Creating pools of people ready and willing to take on new challenges and step up when needed

• Strong organisational and management skills
• Well-organised and able to plan
• Interpersonal skills internal and external
• Team player with co-operative manner
• Good levels of numeracy and literacy

• Mechanical and technical understanding of new prep, customisation and engineering cost and revenue profiles
• PC literate Understanding of budgetary control and processes
• Knowledge of CAT Product Range desirable

• Accountable for delivering all team activities to quality and on-time.
• Accountable for Health & Safety performance within workshops.
• Be a key member of the Finning UK&I management team through contribution and the development and delivery of strategy.
• Zero LTIs.
• Functions operate to financial and operational budgets and targets. Labour utilisation > 72.5%. Service after repair <1% Service Revenue. Prep completion, OTIF >95% (target >98.5%). EOS engagement rating improvement YOY.

• Demonstrable years experience of workshop or field service management, equipment or process engineering
• Financial management and controls
• Track record of delivering to deadlines
• Demonstrate team building and management through development and mentoring (desirable)

• Competitive Salary
• Annual Bonus
• 25 days holiday (plus bank holidays)
• Health Cash Allowance (Private Medical Scheme
• 5% Pension
• Share Purchase Plan (provides an opportunity for Finning employees to buy Finning Shares)
• Company Rewards Platform (access to retailer discounts i.e., savings on holidays, entertainment and leading high street/online retailers)
• Company Laptop and Phone