Service Department Team Leader

Recruiter:

Network Recruitment

Job Ref:

NES020947/KOMU

Date posted:

Wednesday, March 5, 2025

Location:

Centurion, South Africa

SUMMARY:

Service Department (Technical) / Team Leader (in Gauteng)
The Service Lead plays a pivotal role in the Parts and Service Department by leading a small team, ensuring efficient operations, and delivering exceptional customer service.
This role involves monitoring and managing CRM data to maintain data integrity, overseeing warranty claim processes, and supporting the Parts and Service Manager in various departmental activities

POSITION INFO:
Responsibilities:

Review, analyse and maintain CRM data accuracy and integrity
Identify and resolve data inconsistencies, generating reports on service trends and KPIs
Develop and implement strategies to improve CRM workflows and align with departmental goals
Monitor warranty claims and service orders to ensure compliance with company policies
Support inventory management, ensuring consistent quality and customer satisfaction
Address escalated customer complaints and implement preventative measures
Guide the daily team activities to meet quality and process standards
Mentor team members, providing technical support and fostering collaboration
Encourage professional development and maintain team motivation
Serve as the point of contact for escalated issues from service centres and customers
Strengthen relationships with service centres, retailers and customers
Assist the Parts and Service Manager with service network monitoring and expansion
Analyse market trends, recommend process improvements and identify sales opportunities for spare parts and services

Requirements:

Bachelor’s Degree in a related technical field
Certifications or training in CRM systems and leadership development
Minimum of 2 years in plumbing, construction, or a related technical industry
At least 5 years in after-sales or customer service environments
Proven leadership experience in team management and process improvement
Familiarity with warranty processing or technical support is preferred
Proficiency in CRM systems and data management
Strong analytical, problem-solving, and reporting skills
Exceptional communication and interpersonal abilities
Strong organizational and time-management capabilities

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