service manager - VSD

SUMMARY:
MAIN PURPOSE The Service Manager will be responsible to manage the Drives Service Department. He will also assist with Drives service, technical queries, product launches; technical presentations and trade shows. The Service Manager will also be required to attend regular Drives meetings.

POSITION INFO:

QUALIFICATIONS/ EXPERIENCE

• Grade 12/Matric
• A recognised and relevant qualification (Electrician or Technician + N5/T3 or higher).
• At least 5 years work experience specifically related to VSD service and repairs.
• Computer literacy - good general computer knowledge and experience as well as Windows, MS Word, Excel, Power Point and Outlook.
• Good negotiation and presentation skills.

DUTIES AND RESPONSIBILITIES

Management of Service Centre:

• Customer service and satisfaction of the very highest quality is of paramount importance and must be ensured at all times.
• Manage and allocate work to the service technicians
• Ensure that the department has fully up to date technical documentation for all products
• Ensure that the service technicians are trained and, competent on all products
• Ensure stock holding of the appropriate spares to provide 365/24/7 service support.
• Ensure that all work is correctly recorded and invoiced
• Ensure that all warranty claims are correctly submitted and the full warranty value is approved and received
• Ensure the department operates correctly according to the company ERP such as Syspro or SAP
• Ensure that all branches have systems and operate on a similar basis to Johannesburg.
• Monthly reporting of the department status, such as revenue, margin, stock holding, hours worked warranty claims, and similar as may be required.
• Put in place necessary procedures and systems for administration of the Service Centre.
• Create and keep a set of master technical files up to date, for each product.
• When required interview and employ technicians of a suitable standard
• Ongoing interfacing with the Service staff as required for assistance, technical queries, service updates and other arrangements
• Some systems exist and others must be created.

Provide 24 hour technical support by the department:

• Telephonic support to customers, branches and sales representatives.
• On-site support for customers, branches and sales representatives:
• Commissioning
• Fault repair
• Site Meetings
• Problem evaluation
• Analyse and draw schematic diagrams
• Commission and test panels at AUTOMATION AFRICA or other panel builder.

Repair drives and soft starters:

• The manager is not primarily responsible for executing repairs but must ensure such is done timeously. Periodically this may require the manager to do technician work.
• Receive, analyse and repair faulty units
• Repairs on-site
• Report to clients in writing
• Keep proper record of returns and repairs.

Administration of Warranties:

• Prepare and submit warranty claims.
• Keep record of all warranty claims
• Ensure that all warranty values are recovered.

Training of Service Technicians:

• Train or arrange training of Service Technicians on all LV and MV Drives and Soft Starters.

Support and training of service at Branch level:

• Ensure that technical expertise at the Branches is at the same level as Head Office.
• Ensure that all systems and procedures as implemented at Head Office are also implemented at the Branches.
• Ensure that all Branches have the same technical documentation and service information as Head Office.

Training:
Assist with, or give customers technical training periodically as may be required

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