National Service Partner Manager-3rd party installers
Kohler
- Cheltenham, Gloucestershire
- £55,000 per year
- Permanent
- Full-time
- Provide leadership, direction and management support for all third-party service partners
- Create structured, regular and effective feedback and communication channels to allow two-way transfer of information
- Build a successful supplier pipeline to enable growth of services
- Drive IT infrastructure improvements to ensure the seamless allocation of work to the third-party service partners
- Actively form productive relationships with other disciplines such as our Sales and Marketing teams
- Conduct analysis of the performance data, KPI metrics and business compliance, focusing on driving continuous business improvement
- Develop and implement a business review process with suppliers, setting stretching targets to drive measurable improvements
- Accountable for Health and Safety compliance and responsible for conducting field-based audits
- Coordinate delivery of process, technical and product specific training to suppliers
- 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 level agreements are achieved with action plans in place to address shortfalls or concerns
- Be responsible for monitoring Customer Satisfaction results driven by the services supplied by the suppliers
- Have the ability to create and deliver business updates to a variety of different audiences
- Proven track record of creating the infrastructure to support the delivery of an external third-party service proposition
- Experience of onboarding and managing external service partners that deliver requirements on behalf of an organisation
- Strong remote partner engagement to ensure that suppliers continue to deliver the requirements of Kohler Mira Service
- Self-motivated decision maker that isn't afraid to do the right thing
- Solution driven with an emphasis on matching the right business outcomes to the needs of the customers and organisation
- Strong communication skills utilising all available resources
- Desire to collaborate across Customer Service functions and the wider organisation
- Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required. Salesforce and SAP working knowledge is an advantage
- Desire to learn the technical aspects of the Kohler Mira UK product range will greatly assist in the ability to support our customers and team members
- You must be well organised and be able to manage your time to ensure that key deliverables are met
- Driving license