JHB Service Manager

SUMMARY:
JHB Service Manager (This position will be required to travel)

POSITION INFO:
Qualification

• Matric / Senior Certificate
• Relevant qualification with technical background

• Valid drivers license
• Computer literate
• Experience in HR
• Customer Service
• Staff Management

• Delegating and directing service tasks and monitoring the progress of current projects.
• Track and report on technical team productivity.
• Service targets.
• Implement technical strategy in responsible regions.
• Managing service team members to ensure the team's objectives, services and sales goals are met.
• Team time management and scheduling
• Leave management
• Territories
• Targets
• Planning of technician trips:
• Local
• Cross border
• Productivity reports on technical team members and monthly reporting to Technical Director.
• Bi-annual KPI reports on service department staff and reporting through to Technical Director and HR department.
• Auditing work on customer service to ensure the company's high standards, efficiency, and productivity goals are met. (Survey’s / customer follow ups)
• Identify gaps in current processes, amend and implement required changes to improve efficiency within the department.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Customer site visits where required.
• Maintaining strong relationships with manufacturers, dealers, and sales representatives.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
• Working in collaboration with our “system third party vendor” (BPO), implement Tech Connect, identifying and ironing out any issues.
• Daily liaison with the Technical Director.
• Inter department liaison:
• Finance
• Admin
• Stores
• Sales