Service Manager

SUMMARY:
Our client, within the HVAC Industry is looking for an experienced Service Manager to head up their Service Department.

POSITION INFO:

Company Description:

Our client, within the HVAC industry is looking for an experienced Service Manager to join their team.  Our client is based in Midrand, Gauteng.

Job Description:

The main purpose of the position is to manage the Service Department operations within a commercial environment in accordance with the company Quality Management System and Accreditation requirements, and to maintain customer satisfaction by providing problem-solving resources and staff management.

Main Duties & Responsibilities:

• Provide excellent customer service by meeting and exceeding the client requirements as per their requests
• Provide customers with quotations as per company requirement
• Meet with customers at their premises to resolve any issues i.e., Provide clients with one-to-one or one-to-many customer service as needed
• Maximize customer operational performance by providing help desk resources and technical advice, detecting and diagnosing new / possible problems
• Handle queries and resolve problems within sphere of control
• Disseminating advisories, warnings and new techniques
• Resolve customer issues
• Determine customer service requirements by maintaining contact with customers, visiting operational environments
• Responsible for scheduling and performing preventative maintenance on customer premises / laboratories
• Ensure that personnel perform within set technical guidelines by providing or co-authorizing standard operating procedures
• Coordinate and schedule resources for service requests
• Responsible for scheduling / allocation of jobs
• Responsible for assigning Technicians specific tasks and oversee their performance
• Conduct weekly meetings with the Service Department personnel
• Prepare each Technician’s Quarterly Review including their new quarterly goals
• Schedule Quarterly Reviews for each Technician and provide feedback
• Interview candidates and hire resources
• Mentor Technicians on any aspect of their position by providing direction and technical experience
• Check with each technician at the end of each day and note all issues requiring priority attention
• Identify new technicians when required and manage the training and sign off process
• Manage activities of all technicians
• Responsible for the subsequent planning and scheduling of all service department personnel training i.e., ensuring that all technicians’ licensing and certifications are current
• Monitor and support the process of technicians written quarterly goals
• Assisting in the disciplinary or promotional recommendations
• Interprets company policies to workers and enforces safety regulations
• Ensure that technicians follow the correct procedures, policies and documentation requirements
• Responsible for ensuring OSHACT standards
• Assist the Service Administrator
• Assist the Accounting Officers in consolidating invoices
• Responsible for the scheduling of training of the Service Department personnel
• Conduct tests and generate test results including the reporting thereof
• Participate in maintaining the QMS and accreditation (where applicable)

 Educational Requirements:

• National Diploma N3 – Mechanical / Electrical

 Experience and Skills Required:

• Knowledge of testing International and/or National testing standards in the clean room, biocontainment and Laboratory Industry
• 10 years industry specific experience within a laboratory environment or similar
• Working experience in BioSafety Level 3 and 4 Laboratory
• Strong Computer literacy skills (MS Office)
• Excellent communication skills
• Valid driver’s licence and passport

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