Service Centre Manager - Gauteng

SUMMARY:
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POSITION INFO:

We are seeking a dynamic Service Centre Manager with strong organisational skills and a background in electronics to lead our Gauteng operations.

The Role
We are looking for a hands-on Manager who has the depth in inventory management and an electronics background. You will be required to ensure that every repair workflow is seamless and every customer interaction is handled with transparency and professionalism. By mastering the balance between technical understanding, customer centric service and inventory control, you will ensure our technicians repair competently.

Key Responsibilities

1. Customer Experience & Service Excellence

• Customer Journey Ownership: Design and oversee the end-to-end customer journey, from initial enquiry to post-repair follow-ups.
• Resolution Management: Act as the primary point of escalation for complex technical queries or customer concerns, resolving them with empathy and a "customer-first" mindset.
• Feedback Loops: Implement and monitor customer satisfaction metrics (NPS/CSAT) to identify areas for continuous service improvement.

2. Workflow Optimization & Technical Leadership

• Process Engineering: Refine operational procedures to eliminate bottlenecks and reduce repair turnaround times.
• Technician Support: Lead a team of electronics technicians, fostering a culture of high-performance and technical precision.
• SLA Compliance: Ensure all service delivery aligns with strict Service Level Agreements and quality standards (e.g., ISO, IPC).

3. Strategic Inventory Management

• Inventory Precision: Maintain a detailed understanding of electronic components and spare parts to prevent stockouts while minimising excess.
• Data-Driven Ordering: Use demand forecasting and historical usage data to automate and refine procurement cycles.
• Audit Control: Conduct regular stock audits and cycle counting to ensure 100% physical-to-digital inventory accuracy.

Requirements

• Background: Experience in the Electronics industry. Speaking the language of the technical repairs is advantageous.
• Location: Based in Gauteng, South Africa.
• Skills:
  • Proven ability to implement service workflows.
  • Strong proficiency in inventory management software.
  • Exceptional communication and interpersonal skills.
• Experience: 5+ years in a management role, specifically within a service or repair environment.