Service Manager

The Service Manager is the operational leader of the after-sales department, ensuring high-quality, timely, and cost-effective service delivery for all products. This role requires a strong combination of technical knowledge, process management, and people leadership to maintain a loyal customer base and protect the company's reputation. The Service Manager will be fully responsible for the operational output of the after-sales service department

Team Leadership and Management

• Leading, mentoring, and motivating a team of in-house and subcontracted Service Technicians.
• Managing the daily work schedule, routing, and job assignments for all technicians to maximise utilisation and minimise customer wait times.
• Conducting regular quality audits and spot checks on completed repairs/installations to ensure adherence to manufacturer standards and company policies.
• Identifying training needs and coordinating technical training for the team on new products and repair methods.

Service Operations and Quality Control

• Overseeing the entire service workflow, from initial customer service booking through to final repair completion, sign-off, and customer feedback.
• Serving as the point of escalation for complex technical issues or high-priority customer complaints, ensuring swift and professional resolution.
• Monitoring service department metrics (KPIs) and reporting on performance, identifying bottlenecks and implementing continuous process improvements.
• Ensuring all service documentation (job cards, service reports, invoices) is accurately completed and filed, adhering to regulatory and warranty requirements.
• Development and implementation of all technical service protocols and quality control checks.

Spare Parts and Inventory Management

• Managing the Spare Parts Department to maintain optimal stock levels for high-demand items, balancing repair speed with inventory cost.
• Overseeing the entire parts procurement process: accurately identifying needed parts, requesting quotes, placing orders with local and international suppliers, and receiving stock.
• Ensuring accurate inventory control through regular cycle counts and stocktakes, reconciling physical stock with the ERP or internal system data.
• Managing the storage and organisation of the parts warehouse/store.

Warranty, Cost Management, and Administration

• Managing the full warranty claim process, ensuring all necessary documentation is gathered and submitted to manufacturers in a timely manner to maximise claim recovery.
• Monitoring and controlling departmental expenditures, including labour hours, vehicle maintenance, and tool/equipment costs, adhering to the approved budget.
• Assisting the Finance Department with invoicing for non-warranty repairs, ensuring correct pricing and cost allocation.
• Staying up-to-date with manufacturer warranty policies.
• Approval of minor non-warranty repair costs and service quotations within a set budget/limit

Education and Experience

• Minimum of 3-5 years of experience in managing a technical service department, ideally within the domestic appliances or similar industry in Malta.
• Proven ability to lead and motivate a technical team, with excellent planning and resource allocation skills
• Excellent verbal and written communication skills in both Maltese and English to interact effectively with technicians, suppliers, and customers.
• Highly organised, detail-oriented, with proficiency in using service management software, ERP systems (e.g., for inventory), and Microsoft Office (especially Excel).
• Exceptional problem-solving skills, particularly under pressure, to diagnose complex technical faults and resolve escalated customer issues

Job Reference: XL356