Service Operations Manager

QUALIFICATION SKILLS/REQUIREMENTS

• Relevant certificate/degree or similar qualification and/or extensive and relevant on-the-job
• Minimum 5 years of relevant experience in a similar role.
• Excellent personnel management skills.
• Analytical skills.
• Ability to communicate with customers and individuals at all levels within the organization.
• A positive attitude towards customer service is a necessity.
• Good negotiating skills and the ability to manage change.

RESPONSIBILITIES

• Manage all direct reports and support field service staff to ensure that they meet their assigned responsibilities.
• All service staff members work in line with the relevant health, safety, environmental and quality procedures and processes set out in the Management System.
• Develop initiatives that increase revenue and improve margins in the Service and Parts business.
• Support sales and drive service staff to maximize sales opportunities including Equipment, Consumables, Parts, Service and Software and the use of APS (Active Participation in Sales).
• Monthly tracking, variance analysis, and reporting on required actions for corrections and improvements in Service Labour, Service Contracts, Parts, Installation over and under runs, Warranties, Concessions, Service capacity variances, Utilisation of field service staff, WIP (open service jobs) Discounts on parts and labour.
• Monitor and manage all processes for service jobs and parts orders, with the primary focus on long-term sustainability, customer satisfaction and overall profitability.
• Support the Service Manager with the project plan for each installation in accordance with the Installation Process.
• Monitor SAP installation job in terms of the correct cost allocations; warranty; fair dealing and ensure all contracts are loaded and Equipment contracts are submitted to Germany.
• Manage active and expiring contracts for renewal and accuracy of postings.
• Encourage the use of the NPS (Net Promoter Score) system with active plans for feedback from non-responding customers.
• Identify training needs for customer support staff and field technicians for the Service Manager to approve.