Purpose Statement
To fulfil all Service Centre management functions related to operations and sales within a specified Service Centre, through effective identification and application of resources.
To execute the companies Service Centre sales strategy and customer service objectives for the Service Centre.
Key Performance Areas
- Financial Management
- Contract Management
- Technical Acumen
- Operations Management
- Supplier Management
- Sales and Customer Retention
- Safety and Training
- Leadership and Management
Main Outputs and Responsibilities for This Position
Performance Area - Responsibility
Financial Management
- Full profit and loss responsibility for the Service Centre.
- Plan and execute an annual budget.
- Cash flow management, expense control.
- Actual vs budget analyses and reports.
- Ensure that overall plan complies with Company Strategies.
- Implement and maintain a rolling forecast of the income and expenses.
- Ensure legal compliance.
- Allocate resources in terms of maximum return.
- Report to Regional General Manager monthly on performance of depot along with projections for following quarter and action plans.
Contract Management
- Support of Commercial team regarding FMCs and PMA’s.
- Assist in drafting and compiling all necessary commercial contracts and SLA’s with customers. Ensure that all commercial contracts and SLA’s comply with relevant legal/statutory requirements.
- Ensures overall compliance of the terms and conditions of the contract with established policies, procedures and regulations.
- Collaborates with internal departments to minimize contractual risks to the Company.
- Manages and resolves contract compliance issues.
- Assists with dispute resolutions as needed.
- Ensure approvals and appropriate documentation are received and maintained as needed.
- Attend to and give advice on any queries related to contractual and/or SLA non-compliance.
- Manage a central repository and database for all customer contracts and monitor the contractual periods for all contracts.
- Assist and ensure the CSM timeously check the expiry dates of contracts to enable suitable time for the commercial team to renew such contracts.
Technical Acumen
- Ensure FMC’s and PMA’s are planned, to maintain and service all the equipment according to manufacture specifications and service bulletins.
- Assist in technical issues raised by the Service Centre.
- Monthly customer site visits to ensure customer satisfaction with machine quality and ensure quality standard of work is being maintained.
- Assist with technical assessments on machines.
Operational Management
- Ensure safety of customer equipment on FMC’s and PMA’s are maintained according to manufacture specifications and service bulletin update.
- Benchmark quality standard to be instituted and maintained on equipment and vehicles.
- Ensure all equipment and vehicles are serviced and maintained according to manufacture specifications.
- Maximise the use and effectiveness of all company assets.
- Ensure that all licensing and regulatory requirements are met.
- Build and maintain relationships with all the key local suppliers to the business for technical and service support.
- Build and maintain the technical capability of the business through supplier accreditation / assistance.
- Management of services and customer breakdowns (workshop repairs and field repairs).
- Responsible for movement of customer equipment booked for repairs or services in the Service Centre.
- Adhere to, execute, and enforce all company policies, procedures, rules, and regulations.
- Monitor and direct all Service Centre operations and performance.
- Update Regional General Manager in terms of agreed key performance indicators weekly and monthly.
- Takes responsibility for customer service levels and maintains customer relationship standards.
Sales & Customer Service
- Take overall responsibility for Customer Service Centre. Maintain customer relationship standards.
- Translate the future picture of market needs into various revenue opportunities.
- Maintain the company’s market leadership.
- Maintain and increase the company’s market share profitably.
- Develop and maintain appropriate infrastructure and resources to maintain and grow the revenue stream.
- Develop the sales infrastructure and resources for the Service Centre in order that the market coverage is addressed.
- Manage the daily, weekly, and monthly routine and controls in order that the sales department functions properly.
- Training programs for sales staff both on the market and on selling and customer care methodologies.
- Ensure credit management criteria of the business is adhered to.
- Overall responsibility for customer service, CSI score enhancement, management, and communication.
- Monitors lost revenue log. Recommends and implements necessary actions.
- Manages and monitors competitor activities and prices.
- Manage customer’s complaints.
- Manage customer satisfaction.
- Maintain a regular call cycle with customers.
Safety & Training
- Build procedures and processes to ensure that every Accessor trainer has the appropriate and legal licenses for training.
- Ensure annual training targets are set and met for Accessor trainers.
- Build a culture of safety.
- Have input on safety related issues in all aspects of the business.
- Ensure that any user of any piece of equipment has the appropriate skills, training, and licensing.
- Ensure all safety bulletins on equipment are carried out, documented, and stored as per manufacturer specification.
- Ensure all company assets are safe for use according to manufacturer specifications and OSHACT.
Leadership and Management
- Ensure that employees have clear and understood work/role descriptions, targets and goals to perform their functions, and that client needs, and requirements are integrated into all work-related practices.
- Ensure that employees have the right resources, skills, tools, equipment, and information to successfully execute on their responsibilities.
- Effectively manage employee performance and create opportunities for them to gain the competence for the work required and to grow.
- Manage staff in accordance with agreed key performance indicators.
Job Evaluation Criteria
Qualifications
- Minimum: Matric
- Appropriate tertiary qualification
Experience
- Minimum of 5 Years Service Centre Management experience.
- 5 years Operational management experience required.
- 3 years’ Experience in Logistics and technical environments.
- Equipment, truck, and vehicle fleet management experience.
- 3 Years’ Experience in managing a staff complement of not less than 20 people.
- Forklift industry experience would be an advantage.
- Experience in an ISO and H&S environment would be an advantage.
Knowledge
- Quality Management
- Debtor Management
- Solution Selling
- Sales management
- Financial Management
- Customer service
- Rental industry
- Knowledge of work of height machinery and equipment
- Industry specific knowledge i.e. mining, construction, light & heavy industrial
- OSHAS and safety industry regulations
- Relationship management
Skills
- Administration skills
- Leadership Skills
- Problem Solving skills
- Conflict Management skills
- Delegation skills
- Selling skills
- Negotiation skills
- Decision making skills
- Planning and Coordination skills
- Team management skills
- Judgement skills
- Collaboration skills
Behavioural Competencies
- Integrity
- Creativity
- Logical and Analytical
- Interpersonal Skills
- Resilience
- Persuasiveness
- Energy and Drive
- Quality Orientation
- Planning and Organizing
Job Types: Full-time, Permanent
Application Deadline: 2024/09/04
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