Service Supervisor (Cape Town)

SUMMARY:
Service supervisor oversees daily operations in the service department, ensuring excellent customer service, efficient workflow and team productivity.

POSITION INFO:

Objective

Service supervisor oversees daily operations in the service department, ensuring excellent customer service, efficient workflow and team productivity. They handle customer inquiries and ensure compliance with company policies and industry standards. The service supervisor oversees putting in place appropriate field education training that covers topics like safety and new products, among others, allocating labor resources effectively and providing our clients with safety, high-quality services, technical support, and other resources.

KEY PERFORMANCE AREAS

Customer Service excellence

• Maintain a good customer service score while also ensuring that most of customer complaints are resolved within 24-48 hours.

Equipment maintenance and service efficiency

• Complete all of preventive maintenance schedules on time to reduce breakdowns.
• Ensure that emergency repairs are responded to very quickly and reduce downtime through proactive servicing.

Team performance and development

• Conduct training for employees on equipment handling and servicing, Ensure a high safety and hygiene standard in all service operations.

Compliance and quality assurance

• Ensure compliance with equipment hygiene regulations and ensure all service activities comply with industry regulations and standards.

Cost and Resource management

• Reduce service operational cost by a certain percentage through efficiency improvement.
• Optimize spare parts inventory, ensuring an availability rate of most for essential parts.

Team Leaderships and Performance

• Train and mentor team members to improve efficiency and compliance. Monitor individual and team performance against set goals.
• Maintain a high level of team management and retention.

Core Competency & Behavioral Indicators

Technical Expertise - Have in-depth knowledge of catering equipment operation, maintenance and repairs. Understand some food safety and hygiene regulations and have the ability to troubleshoot mechanical and electrical issues with catering equipment.

Customer Service and Relationship Management - The ability to build strong customer focused approach to ensure service excellence. Can handle and resolve customer complaints efficiently and also have good negotiation skills.

Leadership and Team management - Ability to lead, motivate, and train service technicians and support staff. Strong Team coordination to ensure effective service delivery. Conflict resolutions to handle team and customer disputes.

Problem- solving and decision making - Quick decision-Making in emergency repairs and service escalations. Ability to identify root causes of recurring equipment failures and use analytical skills to improve service efficiency.

Communication and interpersonal skills - Clear and professional communication with customers, vendors and team members. Ability to explain technical issues in simple terms and have a strong reporting and documentation skills.

Operational and resource management - Ability to schedule, prioritize and allocate service tasks effectively. Inventory management for spare parts, tools, and consumables.

PREFERRED MINIMUM EDUCATION AND EXPERIENCE

• Grade 12 / Matric or equivalent qualification
• 3-5 Years related experience
• Syspro knowledge would be an advantage
• Experience in operations, and supervisor roles.
• Knowledge of catering or commercial kitchen equipment is a strong advantage.

SKILLS REQUIRED

• Proficiency in Microsoft Office Suite
• Strong leadership and people management skills.
• Excellent communication skills, both written and verbal.
• Customer Service
• Proven experience in a coordination, scheduling, or administrative role, ideally within a service-based or equipment-related industry.