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Job description

We have evolved from simply fabricating conveyoring systems, to manufacturing and supplying high quality precision equipment, state-of-the-art software and intuitive control systems for materials handling equipment specifically for the global corrugated packaging market. Due to continuing growth in the business we are now seeking a Service and Spares Manager to be part of our ongoing success.

We are extremely pleased to announce that Italy-based Emmepi Group, the global supplier of materials handling solutions, acquired Avanti Conveyors in July 2024. The objective of the acquisition was to further increase Emmepi Group’s geographic manufacturing footprint, enhancing their ability to offer a totally integrated solution, aligning with the demands of customers globally. Our division is now known as Emmepi Group Avanti and is located in Furness Vale and Glossop, Derbyshire. This role is currently based in Furness Vale but will move to Glossop by the Summer of 2025. It is anticipated that the role will be approximately 50% office based and 50% visiting customer sites.

JOB PURPOSE SUMMARY:

To manage the service and spares department and handle customer service interactions. The role maintains an exceptional customer experience and develops strong relationships that ensure revenue retention and growth.

KEY RESPONSIBILITIES & ACCOUNTABILITIES:

* Managing the Service department strategy and delivery of KPIs. Ensuring an efficient and co-operative working environment where everyone’s performing to the best of their ability, whilst striving for continuous improvement.

* Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.

* Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.

* Undertaking regular service visits to customer sites across the world. Fault-finding and on-site system diagnostics generating report/s for the visit.

* Liaising with customers and provide support to operators. Resolving electrical and mechanical issues and programming Rockwell Allen Bradley ControlLogix PLCs on a range of materials handling equipment.

* Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.

* Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.

* Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

* Ensuring the annual service contracts are raised and to maintain and grow this area of the business.

* Managing all spares orders, from purchase to receipt by our customers. This includes placing and progressing orders, sending order acknowledgements, and communicating despatch dates to our customers, completing all documentation from purchase order to sales invoice.

* Monitoring consignment stock, to include supply date, replenishments, invoicing and returns at end of agreed term.

* Being a member of the on-call rota for 24 hour breakdown calls (1 week in 4).

* Being available to undertake reactive jobs that occur at any site (EN jobs).

* Any others reasonable requests as required.

PERSONAL PROFILE:

* Proven track record (3+ years) in field service work involving PLCs.

* Experienced in programming Rockwell Allen Bradley ControlLogix PLCs.

* Electrical and mechanical knowledge in industrial machinery in the corrugated packaging industry.

* Man-management and customer service experience.

* Ability to build relationships with customers to generate confidence and a good rapport.

* Clear communication skills at all levels, especially verbal.

* Strong organisational, time and financial management skills.

* Attention to detail, accurate and methodical in work.

* Highly motivated individual.

* Calm, reliable, trustworthy, unflappable, and cheerful.

* Confident, enthusiastic, self-motivated and determined.

* Ability to travel to, and work at, all areas of the company’s operations. The position is a mixture of office based and site work in all areas that the company covers, so the ability to travel and work within the UK and abroad is a requirement.

* Eligible to live and work in the UK.

* Valid Full UK driving license.

Job Types: Full-time, Permanent

Schedule:

* Monday to Friday

* Weekend availability

Work Location: In person