About Crown Lift Trucks Ltd

Since its entry into the material handling industry in the 1960s, Crown Equipment Corporation has earned a reputation for exceptional product design, engineering and manufacturing of its award-winning line of electric lift trucks. From our smallest pallet truck to our highest lifting VNA truck, our goal is to always provide the user with the safest, most efficient and ergonomic forklift truck possible. Crown supports customers with a wide selection of electric forklift trucks ranging from pallet trucks to very narrow-aisle VNA trucks.

Our brand promise is:

“Crown designs, manufactures, distributes services and supports material handling products that provide customers with superior value.”

Quality and performance are the foundation of Crown’s success. Since our inception, our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make.

Crown’s headquarters, manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.

Job Description

Responsible for managing a team of highly skilled workshop technicians plus the development of apprentice technicians. With the primary responsibility for enhancing the quality of services that are being provided by the branch to our customers.

Management and continuous improvement of Workshop Service activities in line with company objectives.

Strive to ensure all activities are accomplished in the safest and most effective manner in order to deliver a high level of customer satisfaction and maximum commercial benefit to Crown and its customers.

Undertake a range of management duties associated with the running of the workshop and production activities:

Working closely with senior management to achieve the highest possible customer satisfaction (both internal and external).
Focus on customer needs and satisfaction; set high standards for quality and quantity; monitors and maintains quality and productivity.
Schedule work to meet customer requirements, considering workshop utilisation, job complexity and parts availability.
Distribute and control work for technicians to maximise quality and overall efficiency.
Ensure a strong relationship is maintained with the Parts department to maximise parts availability.
Dealing with Contractor's and Facility Management in the branch.
Managing our Fleet Vehicles.

Key Tasks

Resource Management

- Review Technician performance with the Branch Service Manager.

- Schedule weekly Tech Connect meetings with all Technicians/Apprentices.

- Review technician headcount requirements on a monthly basis.

- Manage the Service vehicle fleet within the branch.

Profit and Loss

- Monitor costs and revenue within the service area.

- Monitor internal costs and costs on all jobs throughout the workshop process and reduce where possible.

- Warranty Claims reviewed and monitored for the workshop area.

- Ensure all Warranty claims are reviewed prior to submission and are processed within set timescales. Monitor rejections and manage for continuous improvement.

Operational Efficiency

- Target to have all due PM’s in the month complete, and achieved within targeted PM times.

- Maximise First Time Fix by liaising with Parts Manager / Training Manager and Warranty / Service Support Supervisor.

- Maximise Jobs per Day by use of effective planning and ensuring appropriate headcount and training are in place.

- Ensure company stated PDI times are met

- Ensure 100% of returned STR and LTR machines are inspected in line with company Check-in process

- Ensure 100% of damage documented, quoted and recovered. Monthly data to be presented accordingly.

- Measure and control internal service costs.

- Ensure all Thorough Examinations are completed on time (Rental, Demos).

- Work with Customer Care team to plan work and reduce Workshop WIP

- Inspect all lift trucks leaving the branch (new, demo, used, rental) to ensure quality standards are met

Customer Relations

- Maintain adherence to agreed Service Level Agreements.

- Liaise with National Customer Service Managers to ensure customer expectations are met.

- Follow up on customer complaints and ensure root causes and corrective actions are identified and implemented as required.

Service Reviews

Reporting / Administration

- Establish strong reporting routines for your direct reports.

- Conduct and record periodic company Evaluation records of your direct reports to assess performance and to discuss and record their aspirations

Safety and Risk Management

- Promote a safe workplace for all by your actions.

- Maintain branch facility to high standards.

- Ensure regular checks of tools, workshop equipment/facilities are maintained and recorded.

- Reduce incidents at work by establishing root causes.

- Ensure product incidences / issues are reported promptly.

- Manage the disposal of controlled waste through the branch, maintaining precise records of all waste transfers in line with company policy.

Person Specification

Essential Skills:

- Recent and relevant experience (minimum of 5 years) of working in the forklift truck service environment.

- Significant previous experience of managing a team

- Flexibility is essential in this key role within the Service Department and critical to achieving both first time fix and high standards of customer satisfaction.

- Outstanding individual whose enthusiastic, positive approach will encourage exceptional levels of work and efficiency from the workshop

- Solid mechanical engineering and vehicle maintenance background.

- Proven background of working within a time critical environment.

- Leadership skills with the ability to work hands on all the time.

- Understanding of the need to continually learn about our products.

- Positive work ethic and flexible attitude.

- Strong training and mentoring skills.

- Commercial awareness and understanding of value for money.

- Experience of Health & Safety requirements working in a workshop practice.

- Commitment to continuing personal and professional development.

- Proficient in fault finding and repair.

- Excellent organisational skills, resourceful and solution driven.

- A high standard of accuracy and attention to detail.

- Ability to multi‐task, prioritising workloads to work to tight deadlines.

- Clear communication skills – oral and written.

- Consultation and negotiation skills.

- Flexibility to cope with diverse needs of the post.

- Highly motivated and possessing a resilience to work under pressure.

Desirable Skills:

Engineering qualification

Vacancy Details

Hours of Work:	Monday to Thursday – 08:00am to 16:30pm, Friday 0800am-1600pm.
Target Salary:	Highly competitive – dependent on experience
Company Vehicle:	A company car and fuel card are provided with the option for private use (provided the tax is paid).
Holidays:	25 days holiday.
Pension:	Company pension plan.

At Crown, we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact, throughout Crown’s history, more than 1,000 employees have reached a 25-year milestone, and we are proud to have travelled their career paths with them.

From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward.

In addition to financial remuneration and participation, we our offer our employees various social benefits including but not limited to:

- Company van plus fuel card – private use of company van (subject to tax regulations)

- Company pension plan.

- 25 days annual leave plus bank holidays.

- Support with tooling

- Excellent discount scheme with access to the best perks from some of the UK’s biggest brands.

- Employee assistance programme.