Service Manager

SUMMARY:
Service Manager - East Rand, Gauteng

POSITION INFO:
Responsibilities include:

Staff leadership and performance management

• Recruit, mentor and develop the service team and nurture an environment where they can excel through encouragement and empowerment.
• Ensure effective communication of relevant information between departments.
• Manage performance through counselling, training, and corrective action.
• Manage disputes/ grievances/ changes in accordance with procedures and accepted practices.
• Monitor processes and implement/maintain/improve systems to ensure effective and efficient outcomes.
• Maintain an orderly workflow according to priorities.
• Always keep a safe and clean workspace.

• Delegate and direct service tasks; monitor the progress of all current and pending projects
• Taking ownership of issues and following problems through to resolution/customer satisfaction
• Develop service procedures, policies and standards
• Monitor dispatch of products/delivery against targets and take timeous corrective action.
• Liaise with customers as required and ensure effective customer feedback
• Keep accurate records and document customer service actions and discussions
• Resolve/assist in the resolution of disputes with customers/subcontractors on site.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Consistently deliver optimum customer service experiences by offering knowledge, advice, and answering questions and concerns.
• Implement and maintain company health and safety and quality standards.
• Achieve departmental budget requirements and national service KPI’s (monthly/quarterly/annually)

• Participate/implement Strategic goals of the Company and/or Group
• Resources and assets to be managed
• Ensure performance targets are met and take corrective action where/when required.
• Manage monthly costs, analyse variances, report against variances and take corrective action
• Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies
• Complete, analyse and submit reports as required or requested

• Appropriate Business Administration qualifications or work experience
• Preference will be given to persons who have experience in service management, working specifically on Industrial Equipment
• Diesel / Auto Electrical / Forklift trade or related trade test certificate will be advantageous
• A materials handling servicing background with experience on senior management level will be given preference
• Decision making ability
• Ability to balance strategic and operational involvement.
• Proven track record of staff management