Service & Maintenance Branch Manager

SUMMARY:
Service & Maintenance Branch Manager

POSITION INFO:
Qualification Matric \/ Senior Certificate Diploma or Degree in Business Administration, Operations Management, Engineering Management or a related field (preferred). Requirements Valid Code B driver's licence. Computer literacy (Microsoft Office and ERP systems). Ability to read technical drawings and service documentation would be advantageous. Willingness to travel when required. Duties Primarily office based with regular interaction with workshop personnel and field service technicians. Frequent visits to customer sites. Occasional after-hours support for emergency breakdowns. Travel to customer sites and other company branches when required. Branch Leadership & Management Foster a culture of accountability, teamwork and customer service excellence. Provide overall leadership and direction to the Service & Maintenance Branch. Develop and implement branch objectives aligned with company strategy. Ensure the branch achieves operational, financial and customer service targets. Drive continuous improvement initiatives across all branch activities. Operational Management Oversee the complete service and maintenance lifecycle from customer enquiry through quotation, planning, execution, invoicing and job close-out. Ensure all breakdowns, preventative maintenance and supply-only orders are processed efficiently and within agreed service levels. Monitor work-in-progress and ensure jobs are completed safely, on time and within budget. Optimise technician utilisation, scheduling and resource allocation. Ensure adequate availability of tools, equipment and spare parts. Identify operational bottlenecks and implement process improvements. Administration & Systems Manage all branch administration functions. Ensure accurate completion of job cards, inspection reports, service reports and customer documentation. Maintain accurate ERP information including quotations, purchase orders, inventory and invoicing. Ensure all branch documentation complies with company procedures. Oversee stock control, inventory accuracy and spare parts administration. Produce weekly and monthly operational reports. Customer Service & Business Development Maintain strong relationships with existing customers. Ensure service level agreements are consistently achieved. Resolve customer complaints promptly and professionally. Identify opportunities to grow maintenance contracts and service revenue. Work closely with the sales team to secure new service opportunities. People Management Lead, coach and develop service coordinators, administrative personnel and support staff. Manage employee performance through regular reviews. Set departmental KPIs and monitor performance. Identify training and development needs. Promote employee engagement and a positive working environment and culture. Manage leave planning and workforce scheduling. Key Performance Indicators (KPIs) The Branch Manager will be measured against, but not limited to: Team Performance Employee performance and retention Customer satisfaction Technician utilisation Job turnaround time Branch profitability Revenue growth Gross profit margin SLA compliance Invoice turnaround time Health & Safety compliance