National Field Service Department Manager - East Rand

SUMMARY:

Role Purpose

Key Responsibilities

Operational Leadership

• Lead and manage the Field Service, Service, Spares, and Training departments to ensure operational excellence.
• Develop departmental strategies, objectives, and performance targets aligned with business goals.
• Monitor operational performance and implement continuous improvement initiatives.
• Ensure effective resource planning to meet customer and operational requirements.
• Drive collaboration between departments to optimise service delivery.

Project Management

• Oversee field service projects through all phases, including estimation, planning, implementation, commissioning, completion, and warranty support.
• Ensure projects are delivered safely, on time, within budget, and to required quality standards.
• Monitor project progress and proactively resolve operational challenges.
• Review project costs, profitability, and performance throughout the project lifecycle.
• Ensure project documentation and reporting are maintained accurately.

Financial Management

• Prepare, manage, and monitor departmental budgets.
• Ensure effective financial control across all departmental activities.
• Analyse project profitability and implement corrective actions where required.
• Monitor operational costs and identify opportunities for improved efficiency.
• Support business growth through effective financial planning and resource allocation.

Customer Relationship Management

• Develop and maintain strong relationships with new and existing customers.
• Support business development activities by identifying service opportunities and growing the sales pipeline.
• Ensure high levels of customer satisfaction through responsive and professional service delivery.
• Resolve escalated customer concerns and implement appropriate corrective actions.
• Promote long-term customer retention through exceptional service and relationship management.

Team Leadership

• Lead, mentor, and develop multidisciplinary technical teams.
• Establish clear performance objectives and conduct regular performance reviews.
• Identify training and development requirements to enhance technical capability.
• Support recruitment, onboarding, and succession planning initiatives.
• Foster a culture of accountability, teamwork, and continuous improvement.

Safety, Quality and Compliance

• Ensure compliance with all applicable health, safety, environmental, and quality standards.
• Promote a strong safety culture across all field operations.
• Monitor compliance with company policies, procedures, and legislative requirements.
• Conduct regular operational reviews and implement corrective actions where necessary.
• Ensure quality standards are consistently maintained across all service activities.

Reporting and Administration

• Prepare and present monthly operational and performance reports.
• Monitor departmental KPIs, sales performance, project status, customer satisfaction, and financial performance.
• Maintain accurate operational records and management reporting.
• Provide strategic recommendations to senior management based on operational performance and market trends.

POSITION INFO:

Role Requirements

Qualifications

• National Certificate (N4) or higher in a relevant technical discipline.
• Trade Test (Mechanical).
• Computer literacy with proficiency in Microsoft Office.

Experience

• Minimum 10 years' experience in field service, project management, construction, or maintenance of boilers, thermal processing equipment, or similar heavy industrial equipment.
• Minimum 5 years' management experience leading technical or service teams.
• Proven experience managing service projects from estimation through to completion.
• Experience managing project financial performance and budgets.
• Strong understanding of heavy industrial equipment and field service operations.

Knowledge

• Field service management principles.
• Project management methodologies.
• Financial management and budget control.
• Technical drawings and engineering documentation.
• Heavy industrial equipment and maintenance practices.
• Health, Safety, Environmental and Quality (SHEQ) systems.
• Customer relationship management.
• Continuous improvement principles.

Key Competencies

• Leadership and People Management
• Project Management
• Financial and Commercial Acumen
• Customer Relationship Management
• Strategic Planning
• Operational Management
• Communication and Interpersonal Skills
• Problem Solving and Decision Making
• Negotiation and Influencing
• Planning and Organising
• Quality Focus
• Results Driven
• Technical Expertise
• Risk Management

Additional Requirements

• Medical certificate of fitness.
• Willingness to work extended hours and weekends when operationally required.
• Ability to travel nationally as required.
• Strong commitment to customer service and operational excellence.