Service Manager (Technical)

Our client, a well-established and leading industrial door and loading dock equipment company based in Kempton Park, Johannesburg is currently looking to employ an experienced Service Manager to their dynamic team.

Awesome career opportunity awaits.

Qualification:

Matric and applicable Tertiary Qualification required.

Technical Knowledge:

• Operations and Management
• Marketing Strategies
• Sales Techniques
• Key Account Management
• Business to Business Sales
• Construction Sector Trends

Experience:

• Minimum of 10 years’ experience required
• Experience in construction sector
• Managing teams in a service environment

Professional Attributes:

• Solid interpersonal and relationship building skills
• Ability to mobilise resources to achieve deliverables
• Ability to handle pressure
• Self-starter with strong organisational and time management skills
• Excellent IT proficiency
• Detail oriented
• Sharp negotiation skills required
• Adept and creative concerning processes and systems

KEY PERFORMANCE AREAS

Budgets:

• Monitor and control budgets for Installations and Services
• Monthly reports regarding targets and actuals

Service Sales:

• Monitor and control Monthly and Annual sales
• Increase new sales for service department
• Setting up and selling Service Contracts to existing and new
  customers for all products
• Implementing and managing the correct procedures to ensure annual
  or monthly billings to customers for the Service Contracts
• Putting the right processes and systems in place to effectively
  manage the service department (Bluwave or similar)
• Managing the process of prioritizing service requests from customers
  as well as pre-empting services by calling customers after a number
  of cycles or months
• Ensure invoices are done correctly and all job cards are completed
  Monthly reports regarding services and repairs

Customer service:

• Ensuring that quality and service is of the highest standard. Ensuring customer retention and satisfaction
• Hand over to be done to client including manuals and service schedule
• Managing staff to follow up with customers on whether everything is 100% after service or installation either telephonically or visiting their site
• Managing customer care and any complaints/compliment that come in

Stock:

• Monthly and Annual Review
• Ensure all stock required is ordered by following the right admin
  procedures
• Managing staff that do not comply to stock procedures and instituting
  disciplinary steps if necessary

Fleet Management:

• Monitor and control the vehicles
• Ensure that vehicles are maintained
• Monitor vehicles with the use of the tracking system to ensure that vehicles are efficiently used

Staff Management;

• Managing the process of Co-ordinating team workloads for installations and servicing
• Managing timesheets
• Managing overtime
• Ensuring efficiency of installations and services
• Setting up performance reviews and compiling summary of performance reviews
• Ensuring staff adhere to all policies and procedures within the company structure
• Follow correct disciplinary steps
• Create effective communication channels through setting up the right processes so that the department runs streamlined and in a professional manner
• Taking ultimate responsibility for the entire service and installation teams
• Assisting staff members with any installation / service / maintenance queries
• Visiting service and installation sites to ensure customers are satisfied and correct procedures are followed

HR and Labour legislation adherence:

• Staff members must be performance managed and held accountable for area of responsibility.
• Provide continuous feedback to staff on performance.
• Training and development plans
• Ensure that all labour legislation regulations are adhered to in areas of responsibility:
• Basic Condition of Employment Act
• Occupational Health & Safety Act
• Skills Development Act
• Employment Equity Act
• Labour Relations Act
• Administrative Adjudication of Road Traffic Offences Act (AARTO)
• Broad Based Black Economic Empowerment Act

Please consider your application unsuccessful if you have not heard back from us within 2 weeks.