Job title:                 Sales Office Manager

Responsible to:     National Sales & Marketing Manager

Department:           Customer Services

Overview  

To effectively manage the Customer Service Department, maintaining the highest possible levels of performance whilst adhering to company policies and procedures.

Purpose of role

To be a main point of contact for key accounts, our sales force and suppliers on all areas related to machine order processing, and with our logistics partners for deliveries.

Main Duties

• Develop & manage an effective Customer Service team of Sales Admin/
• Logistics & Brand Support.
• To motivate, mentor, develop & train all team members.
• To develop, implement and manage relevant KPIs.
• To plan work schedules and implement in a cost effective manner.
• Provide customer care to internal and external customers.
• Accurately listen to all issues and determine the most effective method for resolution.
• Ensure that our Brand Partners are effectively managed.
• Contribute ideas and structured plans to make continuous improvements.
• Ensure the entire team fully understand their role and are working towards the department and company goals.
• Generate an environment which encourages team spirit, drive & enthusiasm.

Supervisory and managerial responsibilities:

• The management of the Logistics/Sales Administration/Brand Support
• Day to Day management of Marketing Executive & Secretary

Knowledge and skills required

• Experience in a sales environment.
• Strong customer service skills.
• Process driven.
• Proven man-management experience.
• Excellent interpersonal skills.
• Computer literate.
• Strong verbal & written communication skills.
• Organisation/time management skills.

Job title:                 Service Engineer

Responsible to:     Regional Service Manager

Department:           Region

Overview  

To complete service calls, installations, customer training and preventative maintenance schedules, as notified by the Service Controller, to the standards of quality and timing specified by the appropriate Service Manager. With this in mind, we must be fair to our customers and provide the best possible service and constantly aim to improve what we are best at and that is to supply a first class service to our customers.

Main Duties

• To respond to service calls within 8 working hours in 98.5% of all cases.
• To complete a first time fix of 95% of all cases.
• To complete machine faults (Fix) within 8 working hours in 93% of all cases
• To install and test new and re-furbished equipment supplied by the company, ensuring that all features and functions are operating correctly to the customer specification.
• To supply training to customers and operating staff when required, showing the daily filling, cleaning, and basic maintenance and programming where required and obtain a signature on the worksheet to confirm this has been completed to an acceptable standard.
• To carry out preventative maintenance routines, following the appropriate model guidelines, at the site designated by the service control.

Spare Parts:

• All vehicle stock of spare parts should be kept and stored in a clean and tidy manner in designated boxes so that stock takes may be carried out within 2 hours. No heavy items are to be placed on top of smaller delicate items.
• All new deliveries must be checked against the enclosed delivery note / picking list and any errors in the spare parts delivery must be reported to Vehicle Stock Controller as soon as possible.

Dress Code:

• All technicians must dress in company uniform at all times whilst on company business (including stand by duty) which must be maintained in a clean and tidy manner.
• All technicians must maintain an acceptable level of personal hygiene.

Paper Work:

Accurate and concise details of daily, weekly and expenditure records must be produced and submitted within the correct timeframes as stated below.

Communications

As indicated below, all technicians must ensure regular contact with Service Control by use of the ‘phone system and answering service:-

• to clear down after each and every completed call
• to report any type of hold up preventing completion of the work allocated for the day
• to report an aborted call
• to order spare parts
• to inform the controller of the work load planned for that day

Other responsibilities

All technicians will be required to:

• attend training courses as directed by their Service Manager;
• attend Cell meetings as directed by their Service Manager;
• ensure strict adherence to customer rules and regulations whilst on the customer’s premises including wearing high visibility and safety wear if required;
• abide by all general hygiene regulations as specific to any site visit;
• keep all Company provided tools and equipment maintained in a clean,   tidy and rust free manner;
• take full responsibility for returning their test equipment for re-calibration as directed by the Company (to be monitored by RSM);
• ensure all paper manuals are stored in a clean and tidy manner;
• keep all technical updates stored and filed in a clean and tidy manner;
• ensure the company vehicle is maintained and kept in a clean and tidy manner, with regular servicing as specified in the vehicle handbook. The oil level and tyre pressures should be checked once a week at least and any problems reported and rectified immediately.

Knowledge and skills required

• An ideal candidate would have a sound background of electro-mechanical experience.
• An electrical qualification is desirable (C & G Radio & TV / Electronic servicing, Electrical engineering / Installation), or 3 years experience in a  similar style working environment.
• 3 Phase experience would be an asset as some of our customers utilise the power supply on their equipment.
• A fundamental part of the job is fault finding to component level, therefore a logical and methodical approach is required. 
• A good standard of numeracy and literacy is essential.

Decision Making

Whilst all major decisions are made at Service Control or by the management, many of the daily decisions must come from the Technician using their initiative to ensure customers needs are met in the most efficient manner i.e.

• When technical assistance is required?
• Which customer should receive priority?
• When a machine is beyond economical repair?
• How to deal with a customer in difficult situations?

For these reasons the technician should be a quick and decisive thinker and not be afraid to justify decisions made in good faith.

Job title:                 Sales Support / Business Development Co-Ordinator

Responsible to:     Customer Services Manager

Location:           Smallfield, Horley

Overview  

Working in the Customer Services Team you will work closely with the Sales & Marketing teams to ensure that we identify and progress any sales opportunities. You will provide administration support to the team of Account Managers; will be the first point of contact for potential customers and will be responsible for the quality of data held in our CRM system. Utilising your excellent communication and I.T. skills, along with the ability to use your own initiative, you will be a key person in ensuring a growth in volume of business and smooth administration business flow that meets everyone’s expectations.

Main Duties

• Administration support for the team of Regional Sales Managers, including proposal preparation, sending out brochures, Powerpoint presentations, creating letters & e-mails etc.
• Actively seeking out new business opportunities through the development of lead generation, through initial enquiries, following up mailing campaigns & developing potential databases. 
• Conduct regular customer satisfaction surveys to establish the current levels of service provided
• Telephony duty.
• Other such reasonable duties as may be required, from time to time, including ad-hoc administration tasks.

Other Important Information:

• Training will be given to familiarise the post-holder with the different aspects of the role including the bespoke IT system.

Essential Skills & Experience:

• Good understanding of the sales process
• Customer Service / Sales background
• Strong telephone experience – confident, calm & eloquent
• Ability to work under own initiative
• Experience with sales administration
• Excellent I.T. skills, specifically Excel & Outlook

Attributes:

• Accuracy and attention to detail
• Hungry for success
• Ability to prioritise and work to deadlines
• Remain calm under pressure
• Outstanding telephone manner – Good communicator

Key Relationships

• National Sales & Marketing Manager
• Customer Services Manager
• Regional Sales Managers
• Marketing Executive

Measurements of Success:

• Customer feedback managed and maintained up-to-date
• CRM system managed and maintained up-to-date
• Mailing campaigns completed in agreed timescales
• Timely & accurate creation of proposals on behalf of Regional Account Managers

Job title:                 Equipment Asset Co-ordinator/Demand Planner

Responsible to:     National Sales & Marketing Manager

Location:           Smallfield, Horley

Overview  

To ensure the provision of a clear and well documented stock control system allowing instant access to the location of machines and parts that GVS are holding/maintaining on behalf of our Strategic Partners. By effective demand planning and accurate forecasting, ensure that products are available, as and when required, taking into account manufacturers lead times.

Main Duties

• Easily accessible, accurate stock records are kept of all machines, both in the field and on Company premises. These machines to be graded into different categories depending on type and location.
• All spare parts and other equipment are accurately logged giving each a unique number.
• Accurate movement sheets are kept of machines and equipment.
• All appropriate arrangements for the movement of machines are made in a timely fashion.
• Effective demand analysis is carried out to allow accurate forecasting of parts requirements, and timely ordering of parts, taking into account manufacturers lead times.
• In depth stock-takes take place at the premises of GVS and our Strategic Partners, at various locations throughout the UK, as required e.g. twice yearly. Responsible for reporting any discrepancies as found and investigating as appropriate.
• Scrapping of obsolete parts/equipment is carried out in line with the WEEE regulations.
• Other such reasonable duties as may from time-to-time be required.

Other Important Information:

• Should have an interest in the machines that we maintain/refurbish. Training will be given to familiarise the post-holder with the different aspects of the machines.

Key Relationships

• National Sales & Marketing Manager
• Customer Services Manager
• Production Manager
• Service Managers
• Logistics Partners

Measurements of Success:

• Excel databases, showing location of machines and parts, accurate at all times.
• Accurate stock-checks
• Movement of machines conducted on time, every time.
• Readily accessible parts.

Job title:                 Regional Service Manager

Responsible to:     Managing Director

Location:           Smallfield, Horley

Overview  

Ensures the efficient and effective management of the region so that it positively contributes to the overall service levels and profitability required within Customer Support department.

Key Tasks

• Account Management
• Regional Performance Management
• Management of personnel
• Administration/general activities

Account Management

• Attend regular review meetings with strategic accounts and develop administration and interface procedures between both organisations
• Produce monthly management reports for each strategic account
• Develop strong lines of communication for other customers within the region
• Support field sales team on technical/service performance issues

Regional Performance Management

• Ensure the team meet the agreed performance levels
• Review regional activities against national statistics to ensure accurate bench marking is available and individual/regional performance is reviewed
• Liaise with call centre to ensure resources are utilised to the optimum at all times
• Remain aware of new equipment being installed within the region and that resources are adequately trained.

Management of Personnel

• Ensure adequate and appropriately skilled resource is available to match work loads and budgets
• Recruitment, training, and development of resource to ensure they achieve the necessary standard to undertake the tasks within agreed times and performance levels
• Adequate and appropriate communication flows to ensure all parties remain updated about the organisations activities and specific items
• Ensure field resource work to ISO standards
• Measurement of spares usage, and spares control in conjunction with stock controllers
• Ensuring all parties work towards agreed service levels
• Absenteeism management

Administration/General Activities

• Attend regular service management review meetings
• Produce a monthly management report (circulated to management team) highlighting issues throughout the month and future plans
• Management control over regional overtime and expenses
• Assist in project management

Essential skills and attributes

• Experience man manager
• Good IT skills
• Excellent communication skills (verbal and written)
• Self disciplined and organised
• Ability to prioritise own workloads
• Self motivated and confident in working on their own
• Reasonable technical understanding
• Energetic (this is not for the faint hearted)

You will need space to be able to work from home (equipment provided)
Driving license is essential

Job title:                Routine Maintenance Engineer

Reporting to:         Regional Service Manager

Location:           London, Bristol/Cardiff, Leeds & Manchester

Overview  

To complete basic installations (of vending machines), carry out water filter changes and repairs to some of the simpler machines, all in line with strict health and safety regulations.

Main Duties

• To carry out water filter changes in accordance with the manufacturers guidelines.
• To carry out basic installations ensuring full adherence to electrical health and safety regulations.
• The repair of some of the more basic vending machines.
• Other such reasonable duties as may be required, from time to time.

Spare Parts:

• All vehicle stock of spare parts should be kept and stored in a clean and tidy manner in designated boxes so that stock takes may be carried out within 2 hours. No heavy items are to be placed on top of smaller delicate items.
• All new deliveries must be checked against the enclosed delivery note / picking list and any errors in the spare parts delivery must be reported to Vehicle Stock Controller as soon as possible.

Dress Code:

• Company uniform must be worn at all times whilst on company business and maintained in a clean and tidy manner.
• In keeping with health and safety requirements, all technicians must maintain an acceptable level of personal hygiene.

Paper Work:

Accurate and concise details of daily, weekly and expenditure records must be produced and submitted within the correct timeframes as stated below.

Communications

As indicated regular contact with Service Control must be maintained by use of the phone system and answering service:-

• to clear down after each and every completed call
• to report any type of hold up preventing completion of the work allocated for the day
• to report an aborted call
• to order spare parts
• to inform the controller of the work load planned for that day

Other responsibilities

Will be required to:

• attend training courses as directed by their Service Manager;
• attend Cell meetings as directed by their Service Manager;
• ensure strict adherence to customer rules and regulations whilst on the customer’s premises including wearing high visibility and safety wear if required;
• abide by all general hygiene regulations as specific to any site visit;
• keep all Company provided tools and equipment maintained in a clean,   tidy and rust free manner;
• take full responsibility for returning their test equipment for re-calibration as directed by the Company (to be monitored by RSM);
• ensure all paper manuals are stored in a clean and tidy manner;
• keep all technical updates stored and filed in a clean and tidy manner;
• ensure the company vehicle is maintained and kept in a clean and tidy manner, with regular servicing as specified in the vehicle handbook. The oil level and tyre pressures should be checked once a week at least and any problems reported and rectified immediately.

Knowledge and skills required

• An ideal candidate would have a sound background of electro-mechanical experience.
• An electrical qualification is desirable (C & G Radio & TV / Electronic servicing, Electrical engineering / Installation), or 3 years experience in a  similar style working environment.
• 3 Phase experience would be an asset as some of our customers utilise the power supply on their equipment.
• A fundamental part of the job is fault finding to component level, therefore a logical and methodical approach is required. 
• A good standard of numeracy and literacy is essential.

Decision Making

Whilst all major decisions are made at Service Control or by the management, many of the daily decisions must come from the Technician using their initiative to ensure customers needs are met in the most efficient manner i.e.

• When technical assistance is required?
• Which customer should receive priority?
• How to deal with a customer in difficult situations?

Key Relationships

• Regional Service Manager
• Call Centre

Measurements of Success

• 95% of jobs completed on time and first time.
• 98% of the time jobs completed without reference to anyone else.
• 100% of paperwork submitted no time.