Who is Drive DeVilbiss

Drive DeVilbiss has become a leading manufacturer and supplier of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary (Major Purpose of the Role):

In your role we will expect you to manage the service centre to ensure that the centre continues to exceed customer expectations and is profitable. You will manage your supervisors (if applicable) and team members to ensure all contracts are managed effectively and efficiently, ensuring quality and standards are met in expected budgets. You will ensure the supervisors and the team are fully trained on the areas required and that you lead by example by exceeding customers’ expectations. You will delegate day to day duties while focusing on continuously improving the performance of the Service Centre.

Main Activities/Responsibilities:

This is not an exhaustive list of all duties but covers the core needs required to fulfil the role. Other tasks or project work may be asked of you by your manager or a senior employee depending on the needs of the business. The company reserve the right to modify this job role at any time.

• As a Service Operations Manager, you will ensure that all day to day duties are delegated to the team appropriately.
• Full understanding of all Service Centre contracts and SLAs to ensure that planned and unplanned work is allocated to all staff in the most efficient way making sure all operational commitments are fulfilled.
• Financial understanding and control of the running of the Service Centre and contracts
• Support National Service Manager and Director in ensuring company targets are met.
• Ensure the Service Centre is efficient and effective and continuous improvements are made to increase profit.
• Work closely with customers to ensure that relationships are built and that Drive DeVilbiss continues to be their partner of choice.
• Ensure the timely completion of projects and improvements through effective time management and appropriate delegation of tasks.
• Performance management, including training or carrying out probationary review meetings, implementing Personal Improvement Plans, recording of a conversation and the Company Disciplinary procedure with guidance from HR Business Partner.
• Ensure communication is maintained throughout the service centre and across contract sites to ensure employees are engaged and feel part of the team.
• Monitor and control staff sickness and, liaise with HR for advice on appropriate actions.
• Ensure all holidays are authorised correctly, ensuring that they do not impact on daily operations of the service centre.
• Ensure overtime is managed and controlled in line with Service budgets.
• To ensure the service centre team understand and adhere to policies outlined within the company Quality System and adhere to all other Company policies and procedures.
• Liaise and deal with customer related problems and offer guidance to supervisors in order for them to deal with these problems when necessary.
• Full oversite and control of Service Centre Stock management through ensuring the team manage the ordering and control of spares and rental assets and organise and carry out inventory and rental asset stock take and ensure no parts or rental assets are taken out of the centre without the completion of the correct paperwork.
• Ensure team members understand and adhere to the Company policy on parts replaced under warranty
• Ensure all APR reviews, including skills Matrix assessments are carried out either by yourself or delegated appropriately.
• Liaise with external contractors for service centre equipment and vehicle maintenance, repairs and callouts.
• Ensure all time sheets, service reports, job sheets and any other admin documents are returned to HQ correctly and within a timely manner by those tasked to do so.
• Ensure the service centre is run to comply with internal and external audits and improvement tasks are delegated to the team appropriately.
• Ensure vehicle inspections are carried out regularly and vehicles are cleaned, serviced and maintained in-line with company policy.
• Ensure good housekeeping practices are maintained in the service centre at all times.
• Ensure inductions and in-house training of new and existing staff is carried out in conjunction with the training manager, ensuring all training is signed off and paperwork filed.
• Organise and hold team meetings or delegate to supervisors when necessary
• Attend national service meetings.
• Attend contract review meetings when required.
• Ensure confidentiality on all matters relating to employees, service users/clients details and information obtained during the course of employment.
• Any other duties as and when required by management that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

Competencies:

• Determined, enthusiastic, self-motivated team worker
• Planning and organisation
• Time management
• Ability to delegate workload appropriately and effectively.
• Achievement orientated
• Ability to perform effectively and efficiently under pressure
• Contract management
• Ability to work independently and make decisions but know when to ask for support & guidance
• Able to make important decisions, to keep the Service Centre functioning successfully and without disruption to the business.
• Manages assigned workload and has the ability to adapt own and team’s workload to sudden changes in service requirements.
• Willing to put forward suggestions to improve processes and customer experience
• Open to change and willing to adapt to business needs
• Maintain open lines of communications
• Appropriate and positive internal communication
• To emphasize excellence throughout the team
• Ensure appropriate communication to customers showing empathy and the ability to communicate with vulnerable people.
• Full understanding of Company Employee, Health and Safety, Environmental and Quality policy’s and objectives.
• Ability to adapt to customers needs and ensure priorities and met.
• Ability to work to deadlines and manage you time effectively.
• Excellent interpersonal and communication skills.
• Demonstrate willingness and enthusiasm at all times to engage in training and personal development.
• The ability to work in a team based environment.
• Interact with all potential and actual customers so as to enhance the reputation and standing of the company

Education and Experience:

• Ability to work independently and part of a team
• A strong understanding & experience of service and maintaining beds, mattresses, hoists (mobile and ceiling) and bath lifts.
• Able to monitor quality of work performed by engineers, installer/collectors & Decontamination Operatives.
• Good IT skills.
• Flexibility and willingness to be involved in all aspects of the operation.
• Any work experience gained in a similar role.
• Ability to persuade, influence and negotiate effectively at all levels both in and outside the organisation
• Financial understanding of revenue, pricing and percentage margins
• Excellent communication skills both verbal and written
• Ability to build strong working relationships both in and outside the organisation
• Ability to adapt procedures to a new and more effective way of working
• Ability to show leadership to your team

Why Apply to Drive DeVilbiss

Competitive Benefits including – company sick pay, 26 days annual leave rising to 28 (+ Book Your Birthday Off Work and the option to buy/sell/carry over annual leave), pension, Employee Assistance Programme, Bike2Work, free onsite parking, long service recognition, staff discount on our products and access to Perkbox (our benefits and rewards platform).

Equal Opportunities Statement:

Drive DeVilbiss is an equal opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. We ensure that to ensure that no candidate receives less favourable treatment on the grounds of race or colour, nationality, national or ethnic origin, sex, marital status, religion, age, sexual orientation or disability. Drive DeVilbiss complies with applicable legislation governing non-discrimination in employment in every location in which the company has facilities. Selection criteria and procedures are regularly reviewed to ensure that individuals are treated on the basis of their relevant merits and abilities.

All successful candidates will be required to prove their eligibility to work in the UK, as well as accurate reference details covering their recent employment history. Please note some roles are also subject to an Enhanced DBS check.