Workshop Operations & Team Leader - Industrial Machinery - Jet Park

SUMMARY:
Workshop Operations & Team Leader

POSITION INFO:

Workshop Operations & Team Leader – Industrial Machinery – Jet Park

A supplier of industrial machinery requires an experienced Workshop Operations and Team Leader in the aftermarket division

Job purpose:

• Manage, motivate and develop the service team members in order to maximize customer satisfaction and operational efficiency • Handle all customer service and repair requests, ensure quick turnaround of quotations.
• Oversee the planning and scheduling of all service interventions and ensure that all parts are available before confirming dates with customers
• Actively monitor, manage and minimize work in progress (WIP)
• Promote forward planning and ensure that all field service technicians are fully utilized.
• Ensure that all service orders are completed within the agreed time frame.
• Ensure regular updates to internal and external customers.
• Confirm visit dates and inform customers of any possible delays.
• Ensure that all customer contact information and machine location information is updated and maintained in CCS, to ensure installed base information of a high data quality.
• Take an active role in suggesting continuous improvements to workflow, work processes and procedures.
• Ensure that the CCS system is always kept up to date, all service activities (in warranty, out of warranty and chargeable) including courtesy visits are registered.
• Ensure follow up with technicians on daily progress and ensure that any problems are reported to the Managing Director.
• Follow up with customers after each intervention, escalate customer concerns to the relevant internal people.
• Identify staff training requirements and co-ordinate training activities for all service staff.
• Ensure that all Service plan and warranty administration is processed correctly and timeously.

Minimum requirements:

• Matric + Relevant trade qualification or similar by experience
• Proven Supervisory skills
• Experience in Production- and/or Service scheduling in a similar industry.
• A working knowledge of MS Office programs, including Excel and MS Word.
• Be familiar with a fast-paced customer focused environment.
• To ensure an efficient and profitable service process is in place to meet customer service expectations.
• Must be able to manage multiple priorities with flexibility, a positive attitude and strong commitment to customer satisfaction.
• After hours on-call responsibility may be required from time to time.

Salary offer: R55K TCTC