Service Manager – JHB

Service Manager – JHB

Engineering & Technical ~ Management
Gauteng

We are looking for a commercially astute, hands-on technical Service Manager with 5years+ experience in  industrial installation environment.
The ideal candidate will be a strong leader, motivator and highly operational.
 
Requirements
    • Matric + Applicable Tertiary Qualification in Business Management
    • 5-8 years management experience in a Technical / Industrial Installation environment
    • Technical Knowledge  Operations and Management
    • Marketing Strategies
    • Sales Techniques
    • Key Account Management
    • Business to Business Sales
    • Construction Sector Trends
 
Key Attributes
    • Solid interpersonal and relationship building skills
    • Ability to mobilise resources to achieve deliverables
    • Ability to handle pressure
    • Self-starter with strong organisational and time management skills
    • Excellent IT proficiency
    • Detail oriented
    • Sharp negotiation skills required
    • Adept and creative concerning processes and systems
 
Sales
    • Monitor and control Monthly and Annual sales
    • Increase new sales for service department
    • Setting up and selling Service Contracts to existing and new customers for all the company Products
    • Implementing and managing the correct procedures to ensure annual or monthly billings to customers for the Service Contracts
    • Putting the right processes and systems in place to effectively manage the service department (Bluwave or similar)
    • Managing the process of prioritizing service requests from customers as well as pre-empting services by calling customers after a number of cycles or months
    • Ensure invoices are done correctly and all job cards are completed  
    • Monthly reports regarding services and repairs  
    • Achieving sales targets
    • Process flows and systems updated
    • Submitted to GM and Director monthly
 
Fleet Management
    • Monitor and control the vehicles
    • Ensure that vehicles are maintained
    • Monitor vehicles with the use of the tracking system to ensure that vehicles are efficiently used   
    • All vehicles are maintained
    • Ensuring vehicles are monitored
 
Customers  
    • Ensuring that quality and service is of the highest standard  
    • Complete customer satisfaction and repeat business result
    • Ensuring customer retention and satisfaction
    • Hand over to be done to client including manuals and service schedule
    • Managing staff to follow up with customers on whether everything is 100% after service or installation either telephonically or visiting their site
    • Managing customer care and any complaints/compliment that come in  
 
Staff
    • Managing the process of Co-ordinating team workloads for installations and servicing  
    • Managing timesheets
    • Managing overtime
    • Ensuring efficiency of installations and services
    • Setting up performance reviews and compiling summary of performance reviews
    • Ensuring staff adhere to all policies and procedures within the company structure
    • Follow correct disciplinary steps
    • Create effective communication channels through setting up the right processes so that the department runs streamlined and in a professional manner
    • Taking ultimate responsibility for the entire Maxflex SA Service and installation teams
    • Assisting staff members with any installation / service / maintenance queries  
    • Visiting service and installation sites to ensure customers are satisfied and correct procedures are followed
 
Stock
    • Monthly and Annual Review  
    • Ensure all stock required is ordered by following the right admin procedures
    • Managing staff that do not comply to stock procedures and instituting disciplinary steps if necessary
    • Adherence to forecasted buffers + reduction of right offs
 
Budgets  
    • Monitor and control budgets for Installations and Services
    • Monthly reports regarding targets and actuals  
    • Constructive input into budgetary process Remaining with budget parameters via: –
    • Managing Risk
    • Flagging Items as required
    • Maximising opportunities
    • Submitted to GM and Director monthly
 
Profitability
    • Short and Medium-Term Review
    • Implementing and maintaining procedures to ensure that costs are driven down
    • Achieving of Budget
    • Growth Target of 10%
 
HR
    • Performance management
    • Policies
    • OHS  
    • Communication/Feedback
 
Training
    • Staff Utilization  
    • As stipulated by the HR department. Staff members must be performance managed and held accountable for area of responsibility.
    • Provide continuous feedback to staff on performance.
    • Ensure correct fit of people in various positions.
    • Ensure all staff have KPA’s
    • Manage staff in-line with KPA’s.
    • Ensure all company policies are adhered to.
    • Ensure policies are carried out in a consistent manner with all staff.
    • Ensure OHS regulations are met.
    • Provide continuous feedback to all staff regarding company performance and matters arising.
    • Identify training needs and provide details of plan to Director and HR. To be reviewed half yearly
    • Training and development plans to include any of the following:
    • formal training informal training coaching & mentoring Job rotation etc.
    • Assess and implement manpower plans to ensure optimal levels and proper utilization
    • Determine optimal levels
    • Critically evaluate staff levels
    • Determine succession planning strategy and implement
    • Turnover to remain below 12% of headcount
 
Labour legislation adherence
    • Ensure that all labour legislation regulations are adhered to in areas of responsibility: •
    • Basic Condition of Employment Act Occupational Health & Safety Act
    • Main Agreement
    • Skills Development Act
    • Employment Equity Act
    • Labour Relations Act
    • Administrative Adjudication of Road Traffic Offences Act (AARTO)  
    • Broad Based Black Economic Empowerment Act