Regional Service Manager- Central region

Home based with regular travel across a territory from Manchester down to Stevenage. Ideal candidate location within one of the following postcodes: B/ CV/ LE/ NG/ DE/ WS/ ST/ TF/ WV/ DY/ NN

Salary up to £48K (subject to skills and experience) plus excellent benefits including company car, bonus and access to our new flexible benefits platform

Designing award-winning products for our market-leading brands – Mira Showers, Rada and Kohler UK - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.

From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!)

But, to get to where we want to be, we are looking for a Regional Service Manager . Find out more below!

As part of the Customer Service Team you will be at the frontline of the business. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole Kohler Mira product range.

Reporting directly to the National Service Manager, the Regional Service Manager role is pivotal in driving customer service improvements and is responsible for leading, managing, motivating and developing a team of 12 -20 FST (Field Service Technicians).

In this role you will be self motivated and driven to deliver business improvements, focused on your own performance and development whilst also bringing the best out of your team, removing obstacles that stand in the way of delivering the business goals alongside a world class customer service.

Specific responsibilities

• Provide leadership, direction and management support for a team of Field Service Technicians, within the South East of England

• Provide structured, regular effective feedback and communication channels to allow two way transfer of information up and down the business

• Create a successful talent pipeline by encouraging and developing potential in others

• Actively build productive relationships with other disciplines such as our sales teams and New Product Development

• Work closely with the Commercial Service Manager and Sales teams to deliver our service and commercial service strategy

• Evaluate performance data, KPI metrics and business compliance, focusing on driving continuous business improvement.

• Conduct career management and development reviews setting stretching targets to drive measurable improvements

• Manage and ensure delivery of process, technical and product specific training to FSTs.

• Liaise with the Customer Service Training Manager to ensure that their teams are fully trained on current processes and they have all the relevant information for any new product launch

• Identify and implement process and behavioural improvements amongst the field service teams that will drive efficiencies and business growth

• Champion service excellence and technical standards, putting the customer at the heart of all decision making, acting as a senior representative for the business, meeting with key stakeholders to provide service solutions and updates

• Work closely with the planning teams to ensure service delivery targets and service levels agreements are achieved with action plans in place to address shortfalls or concerns.

• Be responsible for monitoring Customer Satisfaction within their team that will drive the business NPS score forward

• Have the ability to create and deliver business updates to a variety of different audiences

• Accountable for Health and Safety compliance and responsible for conducting field based audits

• Control financial budget within your cost centre, looking at implementing cost saving exercises where applicable

• Conduct regular vehicle stock audits ensuring process compliance of van stocks

Skills/Requirements

• Experience of managing a remote, directly employed team within field service, undertaking installations and ideally repairs

• Significant customer service and product support experience

• Data driven and IT literate

• Able to travel, with 1-2 nights away per week

• Good communication skills over all media.

• Good organisational skills

• Full UK Drivers license and eligible to work in the UK

Desirable:

• Broad technical knowledge (electrical or mechanical), derived from either relevant experience or qualifications. A trade background is desirable, but not essential.

We can offer you a lot in return!

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.With a genuine commitment tocreating better tomorrows,we’redriving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

In the UK, Kohler Mira Ltd. is made up of three market leading brands:Mira Showers, Rada Controls,andKOHLER. Where our brands differ in market position, they are equal intheir commitment to design, innovation, and providing a single level of quality regardless of price.

Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, yourequireadjustments during the recruitment process, please contacttalentacquisitionuk@kohler.com (https://mykohler-my.sharepoint.com/personal/robin_johnson_kohlereurope_com/Documents/Desktop/talentacquisitionuk@kohler.com) .

Note for Recruitment Agencies: TheKohler Talent Acquisition teamis responsible formanaging all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies,and where werequireexternal support,we will formally release those vacancies to the agencies on our Preferred Supplier Listdeemedbest placed toassistus. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.

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