Contracts Manager - Service

Introduction The Contracts Manager is responsible for the effective commercial, technical and operational management of customer service and maintenance contracts across the company's forklift and materials-handling equipment fleet.

The role combines contract management, technical oversight, technician management, customer relationship management and commercial decision-making. The successful candidate will ensure that contracted service obligations are delivered safely, efficiently and profitably, while maintaining high levels of customer satisfaction and equipment availability.

The position requires a strong understanding of forklift equipment, preventative maintenance, breakdown response, workshop and field-service operations, spare parts, technician productivity and the commercial principles associated with service and maintenance contracts.

Duties & Responsibilities A. Contract Management

Manage the full lifecycle of forklift maintenance and service contracts, from implementation through to renewal or termination. Ensure that contractual service levels, response times, preventative maintenance requirements and customer obligations are consistently met. Monitor contract performance against agreed scope, pricing, service levels and profitability. Identify work falling outside the contracted scope and ensure that additional work is correctly quoted, authorised and invoiced. Participate in contract negotiations and provide technical and operational input into commercial proposals. Monitor contract utilisation and identify contracts that are underperforming commercially. Identify opportunities for retail (non-contract) work arising from customer equipment inspections, preventative maintenance, breakdowns and service visits, and ensure that these opportunities are appropriately quoted, followed up, authorised and actioned.

B. Technician Management

Lead and manage technicians assigned to customer contracts and service agreements. Monitor technician productivity, utilisation, response times, first-time-fix rates and outstanding work. Ensure technicians complete preventative maintenance and breakdown work in accordance with manufacturer and company standards. Assess technician capability and identify training and development requirements. Provide technical guidance and escalation support on complex forklift-related issues. Ensure technicians maintain accurate service reports, job cards, inspection records and timekeeping. Manage technician performance and address recurring productivity, quality or behavioural issues. Promote a culture of safety, accountability, technical excellence and customer service.

C. Customer Support & Relationship Management

Act as a senior point of contact for key customers regarding service contracts and technical matters. Build strong relationships with customers. Conduct regular customer reviews to discuss fleet performance, outstanding issues, service levels and contract performance. Manage customer complaints and service escalations through to resolution. Communicate technical issues to customers in a clear, professional and commercially appropriate manner. Ensure customers receive appropriate feedback following major breakdowns, recurring faults or service failures. Identify opportunities to improve customer satisfaction, equipment uptime and contract retention.

E. Commercial & Financial Management

Monitor contract revenue, labour costs, parts costs, external repair costs and overall gross margin. Identify contracts that are commercially unprofitable or at risk of becoming unprofitable. Make informed decisions regarding repair versus replacement, internal versus external repairs, technician allocation and service frequency. Review labour and parts usage against contractual allowances. Approve or recommend expenditure within delegated authority levels. Ensure non-contract work is identified, authorised and commercially recovered. Support pricing decisions together with sales representative for new contracts, contract renewals and variations. Identify cost-saving opportunities without compromising safety, equipment reliability or customer service.

Desired Experience & Qualification

Technical qualification in mechanical, electrical, automotive, heavy equipment or a related field. Significant experience working with forklifts, materials-handling equipment, industrial equipment or a closely related technical environment. Proven experience managing technicians or field-service teams. Experience in service, maintenance or equipment contracts. Strong understanding of preventative maintenance and breakdown management. Demonstrated commercial awareness and understanding of service contract profitability. Experience dealing directly with customers and resolving technical/service issues. Valid driver's licence. Strong leadership and people-management skills High technical credibility Commercial acumen Customer focus Strong negotiation skills Sound judgement and decision-making Problem-solving ability Accountability

Package & Remuneration

Market related, depending on experience