Service Team Lead Manager(Automotive Industry Exp)

The purpose of this position is to assist the team Supervisor/ Field Service Team Leader and team of technicians to ensure best management practices are followed in all areas of responsibility regarding meeting key performance criteria, service delivery objective, procedures and actions, promoting a customer-oriented service and to implement and uphold actions in line with company strategic vision.

Key Responsibilities:

• Overall responsibility to schedule, plan and communicate to technician’s service activity to relevant staff.
  member(s) and customers; dispatching of technicians to attend to breakdowns, services, load test, PDI, rebuild, engineering, booking of all jobs on mobile tech.
• Facilitating customer calls, complaints and queries; ensure it is followed through and communicate process / result to customers.
• Plan & arrange for machines to come to the workshop, assign technician, follow through until machine is delivered.
• Compiling of sustainability report – monthly.
• Invoicing completed jobs within 3 working days (ensuring that jobs are opened and closed as per company standards, accurate and timeous).
• Ensuring technicians achieve labour recovery = >80%.
• Submission of weekly CSI report.
• Ensuring that the team achieves predetermined targets.
• Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers.
• Processing of Service, Maintenance Agreements (as and when required), updating of records on Kerridge system. Depending on the specific team the controller is placed in, various specific administrative tasks relating to invoices and managing service schedules might be added to this area of responsibility.
• Assisting product support engineer / foreman to keep service schedules within set parameters by proper planning and scheduling of technicians / mechanics to carry out services.
• Providing scheduled (monthly, weekly and daily) and ad-hoc reports as might be requested by department manager and / or product support engineer / foreman.
• Processing of creditors invoices, creating order numbers.
• Submitting of tax invoices and job cards to customers for chargeable & maintenance work.
• Preparing quotations, submitting, following up with the customers and submitting to Product support to follow up on order numbers.
• Resolve debtors’ queries and follow through until resolved.
• Resolve creditors queries and follow through until resolved.
• GPS amendments to be done weekly, business and private trips respectively.
• Processing of technician's overtime.
• Ordering of parts and following up with relevant supplier.
• Driver Training candidates to be added to data base within 5 days from training.
• Load test certificate to be issued within 2 working days from testing.
• General administrative duties (Emailing, filing, reports, etc.)
• Maintaining and updating information on database.

Requirements:

• Grade 12 / Matric.
• Advanced / Expert Computer literacy in MS Outlook, Word and Excel.
• + - 3 Years’ experience in MHE / Motor Industry.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and
  personal services. This includes customer needs assessment, meeting quality standards for
  services, and evaluation of customer satisfaction.
• Code 8 driver's license.
• Experience working on the Kerridge system.

Work Activities:

• Interacting with Computers — Using computers and computer systems (including hardware and
  software) to set up functions, enter data, or process information.
• Getting Information — Observing, receiving, and otherwise obtaining information from all relevant
  sources.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, coworkers, and subordinates by telephone, in written form, e-mail, or in person.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as
  maintaining information files and processing paperwork.
• Establishing and Maintaining Interpersonal Relationships — Developing constructive and
  cooperative working relationships with others and maintaining them over time.
• Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or
  verifying information or data.
• Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining
  information in written or electronic/magnetic form.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize,
  organize, and accomplish your work.
• Performing for or Working Directly with the Public — Performing for people or dealing directly with
  the public. This includes serving customers in restaurants and stores and receiving clients or guests.
• Communicating with Persons Outside Organization — Communicating with people outside the
  organization, representing the organization to customers, the public, government, and other external
  sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating,
  recognizing differences or similarities, and detecting changes in circumstances or events.
• Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work
  of others.

Please consider your application unsuccessful should you not receive a response within two weeks of applying.