Required Knowledge, Skills, and Abilities
Operational & Service Management:
Oversee and manage the service and maintenance operations for industrial equipment.
Ensure all policies, procedures, and service standards are maintained.
Manage WIP (Work in Progress) reports and invoicing, ensuring weekly WIP meetings are conducted.
Sign off on creditors� invoices and ensure they are correctly captured.
Assist with maintenance contracts and ensure compliance with service agreements.
Conduct bi-weekly meetings with customers to address service concerns and improvements.
Ensure budget targets are met, including overtime approvals and cost control.
Support product support teams, contract managers, and customers with service reports.
Customer Service & Administration:
Handle service admin and customer queries, ensuring a high level of customer satisfaction.
Manage and approve leave requests for service staff.
Oversee debt collection and assist the debtors' department with outstanding payments.
Ensure ongoing communication and feedback regarding service administration.
Manage and delegate tasks effectively to service admin staff.
Maintain minutes of customer meetings and distribute reports as needed.
Team Leadership & Performance Management:
Lead a team of technicians, service advisors, and workshop staff to ensure smooth operations.
Conduct weekly meetings with admin staff to monitor performance and resolve issues.
Ensure the service team adheres to safety, quality, and compliance regulations.
Develop and implement training programs to enhance team skills and service delivery.
Provide coaching, performance evaluations, and feedback to improve overall efficiency.
