Service Manager

SUMMARY:
An established company based in Sandton, specialising in the installation and support of business solutions across niche markets, is seeking a proactive and detail-oriented Service Manager.

POSITION INFO:
This role involves overseeing the service department and managing the technical team, including recruitment, performance evaluation, and day-to-day leadership.

The Service Manager will also be responsible for reviewing and improving operational policies, systems, and procedures to ensure optimal efficiency. The ideal candidate will be organised, analytical, and possess strong leadership abilities.

Duties & Responsibilities:
To perform this job successfully, the Service Manager must be able to perform the following:

• Delegating and directing service tasks and monitoring the progress of current projects.
• Track and repot on technical team productivity.
• Service targets.
• Implement technical strategy in responsible regions.
• Managing service team members to ensure the team's objectives, services and sales goals are met.
  • Team time management and scheduling
  • Leave management
  • Territories
  • Targets
  • Planning of technician trips:
    • Local
    • Cross border
• Productivity reports on technical team members and monthly reporting to Technical Director.
• Bi-annual KPI reports on service department staff and reporting through to Technical Director and HR department.
• Auditing work on customer service to ensure the company's high standards, efficiency, and productivity goals are met.(Survey’s/ customer follow ups)
• Identify gaps in current processes, amend and implement required changes to improve efficiency within the department.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Customer site visits where required.
• Maintaining strong relationships with manufacturers, dealers, and sales representatives.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
• Working in collaboration with our “system third party vendor” (BPO), implement Tech Connect, identifying and ironing out any issues.
• Daily liaison with the Technical Director.
• Inter department liaison:

• • Finance
  • Admin
  • Stores
  • Sales
  • Coastal
  • Printing (machine repairs)

• To establish the levels of staff required to the established budget’s and budget outcomes set.
• Interview, select, hire and arrange relevant training for new Service Department staff.
• Helping to train new employees in company processes and procedures.
• Set up and enforce service induction plan and continuous service training programme so that required manpower requirements are met.
• Manage Engineering projects workflow and deadlines.
• Project planning for significant installation projects related to big deals.

• Submission of Department reports:
  • Monthly reports submission to Exco regarding the department performance.
  • Annual Sales conference and Management meeting presentations for Service department.
  • Ad hoc where required
• Ensure adequate maintenance of tools, equipment and other material within the Service department.
• Ensure all documentation is complete and up to date for audit purposes.
• Filing related to all areas of work.
• Provides input into the completion of the regional budget where required.
• Ad hock tasks where required.

• Working in collaboration with the Administration Manager and Technical Administration Supervisor to resolve service desk problems and improving processes to increase service desk productivity and overall customer service as well as inter department relations.
• Monitoring and follow up on WIP report in collaboration with the Technical Administration Supervisor.
• Follow up on all outstanding calls:
  • Service
  • Installations
  • Repairs – Time and Material

• Working in collaboration with the Administration Manager and Contracts Administrator to resolve contract queries.
• Working in collaboration with the Administration Manager review monthly service lists for accuracy and completeness.
• Distribute monthly Service list.
• Follow up with department regarding outstanding services.
• Negotiate and renewal of Maintenance contracts.
• Sign off of Maintenance contracts in line with the Authority Framework.

• Working in collaboration with the Administration Manager, ensure that all clerical functions related to the Service department are carried out in accordance with relevant processes and at required standards.
• Service department paperwork review and sign off:
  • Review and sign off of New Equipment details forms.
  • Quality control and sign off of ECR’s
  • Review and approve service quotations.
  • Approve service Expense claim forms in line with Authority Framework.
  • Petrol and cell phone allowances sign off and deductions.
  • SBD forms.

• Run, review, analyse, request corrections and submit the monthly cost of sales report to the Technical Director.
• Assist with annual budgets for Service department revenue and costs.
• Annual review of pricing policies, labour rates, customer commercials, etc and all other financial indicators related to this.
• Assisting with debtors collection where required.
• Review of monthly service revenue lists and submit to Finance for month end.
• Confirm JHB vouchers for technicians to Finance.
• Review and sign off monthly service commission and submit to Finance.
• Monthly extra revenue forecasting.
• Sales of over-the-counter spares.
• Monthly contract forecasting.
  • Billing
  • Cashflow

• Working in collaboration with the HR and Risk Manager, establish adequate safety and security procedures to protect the company property and personnel.
• Assist with Safety Files where needed.

• Obtain and maintain relationships with suppliers related to service department procurement.
  • BEE Levels
  • Cost effectiveness
  • Quality of products/services
• Assist with yearly service supplier evaluations in line with the above criteria.
• Ensure procurement process are followed for all new service department supplier procurement.
  • Required form completed
  • All relevant supporting documentation received
  • Three quotations

• Liaise with stores Manager regarding inventory holding, ordering and stock issuing processes and procedures.
• Ordering and approving of Spares.
• Approving of stock requisitions on BPO in line with Authority Framework.

• Grade 12/Matric
• 3 to 5 years’ experience in the similar role
• BCom Degree in Management or Business.
• Technical degree/diploma
• Proficient with Word, Excel, Outlook, PowerPoint
• Travel Demands: As and when needed
• Organisational, planning and multi-tasking skills and strong communication skills.
• Information gathering and information monitoring skills.
• Problem analysis and problem-solving skills.
• Judgment and decision-making ability and show initiative.
• Professionalism and confidentiality attention to detail and accuracy, flexibility
• Management Skills.
• Leadership; Motivational Skills.
• Strong Communication Skills.
• Multitasking.
• Customer Service.
• Problem Solving Skills.
• Creativity;
• Ability to Work Well Under Pressure