Aftermarket Team Leader

SUMMARY:
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POSITION INFO:

The purpose of this role is to ensure that departmental procedures align with best management practices, promote customer-focused service, and support the company’s strategic goals. The role involves managing the Field Service, Workshop, and site-based teams, ensuring quality, professionalism, and customer satisfaction, while contributing to the department's profitability and achieving set targets.

Key responsibilities are not limited to: 

• Manage and support the team, providing continuous performance feedback, coaching, and bi-annual appraisals to improve performance. Handle payroll, team meetings, employee morale, leave, absenteeism, and ensure HR practices align with company objectives.
• Ensure routine maintenance checks are performed, with necessary service parts available before visiting customers. Liaise with customers about quoted work.
• Visit customer sites, diagnose faults, inform the Service Coordinator and customer of the estimated completion time, and ensure the machine is safely repaired to the customer’s satisfaction.
• Provide technical assistance and coaching to Field Service Team members, ensuring quality service and addressing training needs.
• Manage the team’s financial performance, meeting budget and department objectives in areas like work progress, service scheduling, profitability of contracts, warranty claims, and labor recovery.
• Ensure compliance with OHSACT regulations on customer premises and internal sites.
• Drive customer service excellence by building strong relationships and meeting internal and external customer satisfaction targets.
• Focus the team’s efforts on growing the department in line with company goals.
• Expand the aftermarket customer base by visiting current and potential customers for service or maintenance contracts.
• Provide regular and ad-hoc reports as requested by the department manager, including data from Kerridge, Marketing, and Maintenance Leasing.
• Keep the controller/manager informed of team activities and work progress to help plan and update customers.
• Maintain the team’s vehicle, tools, and spares, ensuring they are clean, stocked, and meet ASEC standards.
• Ensure completed job cards are sent to the service office promptly.
• Support the sales team with customer handovers for new deliveries.

Must have qualifications: 

• Relevant qualification in batteries and chargers.
• Red Seal Petrol, Diesel or Earthmoving Certificate  
• 5+ years of experience in servicing, maintaining, and repairing industrial batteries and chargers.
• Strong leadership skills with the ability to manage, coach, and optimize team performance.
• Skilled negotiator with a win-win approach.
• Excellent communication skills at all levels of the organization.
• Exceptional customer service skills, with the ability to resolve queries quickly and effectively.
• Ability to plan and implement strategic objectives aligned with department goals.
• Strong analytical skills.
• Ability to understand and apply financial and numerical data to achieve financial goals.
• Sound decision-making skills and initiative in taking responsibility.
• Strong service management skills.
• Proactive leadership, with the ability to make decisions, take action, and implement corrective measures.
• Ability to create a positive team environment and overcome obstacles to achieve growth.
• Adaptability to change and new challenges.
• Ability to understand and implement goals and strategies effectively.
• Knowledge of OHSACT, ASEC, and environmental regulations.