Service Manager

SUMMARY:
Leading "material handling equipment" supplier requires an experienced Service Manager / Workshop Manager for Isando.

POSITION INFO:
Minimum Required
Red Seal Trade Qualification - Diesel or Forklift is essential
Minimum of 6 - 8 years experience within the "material handling equipment" industry is essential
Computer Literacy

Advantageous
N4 or N5
People Management certificate or Diploma
Financial Management certificate or Diploma

Technical trade working experience
Workshop Exposure equivalent to the span of reporting people for this role, including all current and new customers
Financial exposure related to workshop figures, targets, WIP

Key Performance Areas (KPA's)
KPA 1: Assume overall responsibility and accountability for the efficient workshop operations
To ensure the effective daily operations of the workshop, coordinate closely with staff for seamless day-to-day planning, manage ongoing projects using the WIP
report, and close job cards older than three months
Update the workshop bay service board or spreadsheet daily
Monitor staff compliance with timesheets, allocate resources effectively, and maintain a safe workshop environment
Diligently manage and control job cards, verify against timesheets, and oversee field service planning to support administrative and PSSR commitments
Conduct monthly toolbox talks, ensure records and safety topics are uploaded to the portal
Ensure annual machinery and tool calibration per company policy
Conduct daily debriefs with mechanics to evaluate workmanship and address challenges, focusing on high-priority and high-value jobs
Schedule and maintain servicing for hire dept trucks and conduct van stock counts as per audit procedures
Develop processes to improve workshop efficiency and communicate changes to staff
Audit the monthly PSSR commission and file documentation in hard copy for audits
Accurately record new equipment, conduct daily stocktakes, and report progress to SORG and the Managing Director
Drive the PDI department's daily operations, coordinating with the PDI technician, parts department, and suppliers
Process monthly SAGE claims (overtime, standby, cell phone, and fuel) in line with HR payroll deadlines
Conduct monthly safety inspections
Discuss budget targets with all staff on Monthly basis

KPA 2: Service Delivery
Manage the timely and effective delivery of jobs.
Communicate with customers regarding any changes or difficulties encountered with jobs.
Ensure official job numbers are obtained for external jobs before commencing any repair work, in compliance with company policies and procedures.
Quote additional work as required and ensure that the appropriate margins are applied
Respond to after-hours customer requirements promptly, maintaining effective communication and minimizing overtime for internal jobs
Address and resolve customer technical queries and service issues promptly and comprehensively
Plan, coordinate, and deliver all services within reasonable time frames
Keep customers informed of job progress and any difficulties experienced
Obtain order numbers before initiating work for external customers
Ensure that quotations are processed through IFS

KPA 3: Ensure workshop operational and financial efficiencies
Obtain external quotes, ensure pricing and quality, and conduct random supplier follow-ups
Manage expenses within internal and external budget constraints
Follow up on customer payments
Adhere to warranty claim procedures and ensure timely documentation submission
Achieve budget and profitability targets for the workshop
Control workshop expenses to stay within budget
Meet budgeted labor hour and turnover targets
Attain the workshop's 90% internal audit target by comparing past and current scores
Monitor daily parts budget and identify shortfalls with the team
Manage supplier outwork costs to ensure cost control.
Ensure compliance with company policies for cash sales, travel, and accommodation
Apply appropriate markup of margins
Assist with annual budgeting and financial compilation for the workshop

KPA 4: Human Resource Management
Determine staffing requirements; interview and recruit employees according to HR best practices
Approve leave on Sage and ensure optimal staffing situations at all times - December leave planner to be in place
Ensure training and development takes place in order to grow employee depth and capacity within the business - As per training schedule from National Technical
Manager
Ensure discipline required for operational compliance of policies at workshop level
Working closely with workshop staff to drive productivity driving toward a healthy working environment
Manage field service technicians activities through vehicle Netstar tracking system where applicable
Apprentice Programme Management
Monitoring the onsite needs of apprentices to ensure that they are exposed to all the required tasks and skills, Ensure that the apprentices fill in their logbooks and keep them in good condition