The Role

The role contributes to the success of Liebherr Great Britain Ltd by leading the Wigan depot's after sales operations team, driving profitability through labour efficiency, parts turnover, and high-quality technical support. You will oversee a multidisciplinary team to ensure seamless service delivery, safety compliance, and the achievement of ambitious commercial targets. Whilst working within the Company’s key result areas:

• Business Performance
• Customer Focus
• People and Teamwork
• Leadership

Key Responsibilities

• Depot Oversight: Lead the daily operations of the Biggleswade depot, ensuring strict adherence to Health & Safety (H&S) regulations and efficient resource allocation.
• Efficiency & WIP Management: Monitor and maintain Utilisation and Work in Progress (WIP) targets. Liaise with the administration team and After Sales Supervisor to ensure jobs move through the pipeline to timely invoicing (within 30 days).
• Technical Guidance: Act as a subject matter expert, providing high-level technical assistance to field service engineers and customers.
• Workflow Administration: Ensure all aftersales administration, including warranty claims and parts returns, is handled accurately and promptly.
• Revenue Generation: Drive revenue growth by meeting annual targets for parts sales, servicing, and repair contracts.
• Profitability Management: Regularly review Profit and Loss (P&L) statements to identify areas for improvement and manage the department’s overall costs and income.
• Commercial Accuracy: Work with the Service Controllers to ensure all service-related repairs are accurately estimated and converted into commercial opportunities.
• Team Management: Lead your team through structured performance tools, including appraisals, return-to-work interviews, and regular performance reviews.
• Training & Safety: Facilitate monthly toolbox talks and ensure all engineers receive the necessary technical training to remain at the forefront of the industry.
• Communication: Conduct weekly/fortnightly team meetings to track progress, resolve internal issues, and foster a collaborative environment.
• Support Excellence: Build strong, long-term customer relationships through proactive communication and promotional activities.
• Conflict Resolution: Act as the escalation point for customer disputes, resolving invoice queries or service issues in a professional and timely manner.
• Service Quality: Ensure every interaction provides high-level, customer-focused product support to maintain brand reputation.