Service Leader

SUMMARY:

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

• 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