Service Department Team Leader

SUMMARY:
Drive service excellence for a global brand. Lead CRM, after-sales support, and technical team performance as a Service Team Leader in South Africa!

POSITION INFO:
Our client is an international leader in sustainable thermal comfort solutions, with a strong presence in heating, hot water, and air treatment systems. They operate across 5 continents and are recognised for their innovation, eco-conscious designs, and customer satisfaction. This opportunity is ideal for someone eager to contribute to a forward-thinking, technologically advanced environment.

As the Service Leader, you’ll oversee CRM data quality, lead a technical service team, drive after-sales support performance, and manage warranty processes. You’ll analyse KPIs, resolve escalated service issues, mentor your team, and collaborate with service centres to elevate customer satisfaction. You'll also play a key role in parts inventory, service network growth, and continuous improvement.

Requirements:

• Bachelor’s Degree or Diploma in Business Administration
• Minimum 5 years in after-sales/customer service, with 2+ years in plumbing, construction, or technical industries
• Proven leadership experience with a focus on process improvement and team development
• CRM systems proficiency and strong analytical/reporting skills
• Experience with warranty processing or technical support preferred