Service Manager

Description:

Responsibilities include:
Staff leadership and performance management

Recruit, mentor and develop the service team and nurture an environment where they can excel through encouragement and empowerment.
Ensure effective communication of relevant information between departments.
Manage performance through counselling, training, and corrective action.
Manage disputes/ grievances/ changes in accordance with procedures and accepted practices.
Monitor processes and implement/maintain/improve systems to ensure effective and efficient outcomes.
Maintain an orderly workflow according to priorities.
Always keep a safe and clean workspace.

Project execution

Delegate and direct service tasks; monitor the progress of all current and pending projects
Taking ownership of issues and following problems through to resolution/customer satisfaction
Develop service procedures, policies and standards
Monitor dispatch of products/delivery against targets and take timeous corrective action.
Liaise with customers as required and ensure effective customer feedback
Keep accurate records and document customer service actions and discussions
Resolve/assist in the resolution of disputes with customers/subcontractors on site.
Keep ahead of industry’s developments and apply best practices to areas of improvement.
Consistently deliver optimum customer service experiences by offering knowledge, advice, and answering questions and concerns.
Implement and maintain company health and safety and quality standards.
Achieve departmental budget requirements and national service KPI’s (monthly/quarterly/annually)

Business strategy/planning/budgeting

Participate/implement Strategic goals of the Company and/or Group
Resources and assets to be managed
Ensure performance targets are met and take corrective action where/when required.
Manage monthly costs, analyse variances, report against variances and take corrective action
Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies
Complete, analyse and submit reports as required or requested

Requirements:

Requirements:

Appropriate Business Administration qualifications or work experience
Preference will be given to persons who have experience in service management, working specifically on Industrial Equipment
Diesel / Auto Electrical / Forklift trade or related trade test certificate will be advantageous
A materials handling servicing background with experience on senior management level will be given preference
Decision making ability
Ability to balance strategic and operational involvement.
Proven track record of staff management