Branch Manager

1. SERVICE ADMINISTRATION AND CO-ORDINATION:

• Coordinate service schedules and rosters of service technicians in line with client needs;
• Attending to service calls and requests to assist with breakdowns with a 24 hour response deadline to clients and understanding the client needs;
• Planning at morning meetings with service technicians first thing each morning;
• Establishing the status of service calls with the service technicians and progress made, by getting the service reports from technicians each morning;
• Performing analysis and checks to ensure that all service technicians are optimally utilized;
• Following up on service technicians service reports to determine the status of service calls and that all information contained therein, such as charges, pricing and order numbers, is accurate and complete, and do any quotations from the service report as needed;
• Allocating and dispatching service technicians to specific call requests within 1 work day of the request for service;
• Planning, with the service technician, on a proactive, planned basis the courtsy calls to clients  and issuing of quotes on a proactive basis(hunting for service revenue);
• Following up on the acceptance of quotes by clients;

1. CLIENT LIAISON:

• Receiving calls/emails from clients for service, maintenance and quotations and actioning it accordingly within a 24 hour response time;
• Keeping clients informed with the progress of their service requests and calls;
• Telephoning clients to follow up on their satisfaction with services performed by the technicians;
• Telephoning clients to follow up on outstanding payments;
• Advising clients in advance if the intent is to put the account on stop supply due to late payment
• Reporting each customer complaint to the Chief Operating Officer;

1. FINANCIAL ADMINISTRATION:

• Ensuring that all invoices with purchase orders are done within 24 hours of an order or request for service and/or repair;
• Checking service technicians’ reports for accuracy of pricing, charge out rates as well as order numbers;
• Doing collections of outstanding monies from clients;
• Ensuring overtime claims are done against after hour call out charges by 15th of each month;
• Collect delivery payments once installation is complete;
• Providing midmonth reporting for management meetings;

1. STOCK MANAGEMENT:

• Draws stock from the national stores for the branch;
• Arranging of monthly stock takes to ensure that the stock on hand can be accounted for at all times;
• Drawing stock in accordance to the stock requirements described in the invoice;
• Conduct stock projections for critical clients within the region;

5.  PEOPLE MANAGEMENT:

• Managing the performance of staff in the branch, by managing the development plan for each employee, and by monitoring and reporting of performance through 3 and 6 month evaluation reports;
• Ensuring a high degree of team collaboration and efficiency amongst direct reports;
• Ensuring that staff morale is high;

6. SALES MANAGEMENT:

• Weekly Visual Management of where each BDE is for the week, which will entail that each BDE sends through their schedule for the week, and this is recorded on a board in the office in order to visually see where each BDE is during the week;
• Ensure that each BDE presents a weekly activity report to you by the deadline date set;
• Ensure that if the weekly report illustrates that the BDE did not reach the 16 client visits as indicated in their schedule, reasons must be given as to why they did not reach the target of visits and this must be included in the report to management;
• Ensure that the sales management is included in the management report;

7. STAFF MEETING:

• Chair the weekly staff meetings;
• Set up a strict agenda for the meeting, consult with Head office to ensure that if there is any new information that must be communicated it is done so in the staff meeting;
• Assign an employee to keep minutes of the meeting and have everyone sign the minutes, once signed, send the minutes through to the COO and file it;
• If any employee is to be absent for the meeting they must inform the Branch manager timeously in order for the Branch Manager to establish if any feedback is required from the employee as per the agenda;