Role Purpose:
To lead a top-tier service operation ensuring excellence in response and follow-up to breakdowns within company KPIs. Develop a skilled technical team that maintains contract machines safely and cost-effectively, ensuring machine availability. Achieve target revenue, margins, and expense control, recover costs from contract abuse and accidents, and reduce customer contract costs by identifying and addressing root causes of failure.
Experience and Minimum Requirements:
•Service experience within the same or similar industry.
•Knowledge of relevant legislation regarding health and safety, environmental and labour.
•Relevant computer skills MS Office, Excel, Power Point.
•Excellent Communication (verbal and written).
Duties and Responsibilities:
•To visit customer sites and inspect machines.
•To ensure machines are serviced & repaired to company & manufactures standards and that machines are in a safe condition.
•Check that the customer has fulfilled his obligations per the contract- daily inspections etc.
•To visit contact person on customer site to ensure that they are happy with uptime, response time, machine safety, and contract costs.
•To manage his technicians – productivity, quality of work, levels of service excellence, tidiness, all service documents and timesheets submitted on time & accurately & that jobs closed and costed within policy.
•To manage contract costs by ensuring servicing is done on time, recovering all abuse costs and accident damage, that load test is done on time, and finding solutions for the customer to limit abuse costs.
•To discuss contract repairs with the technician to identify “root cause” and rectify – reducing costs going forward.
•To inspect machines, obtain technicians’ reports and quote customers on abuse, out-of-contract costs, tyres, and forks.
•To follow up on quotes to obtain order numbers.
•To follow up with customers on debtors’ queries & nonpayment.
•To assist with the collection of excess hours.
•To manage & inspect technicians’ vans and van stock to ensure within company’s policy 100%.
•To manage any contract machine that stands for longer than 24 hours to get the repair completed.
•To plan with controllers’ services and load tests to ensure services are done 100% on time and load tests within company’s policies.
•To manage end of contract procedures & prepare condition reports on time.
•Ensure end of contract costs are not too high & are recovered.
•Ensure that machines are in the correct condition. Including hours worked.
•To manage the Health & Safety of customers & company’s sites.
•To lead the contracts service team to ensure agreed growth targets for both contract and accident damage revenue and profit is met and where possible exceeded.
•To ensure that weekly technicians’ meetings are being held, recorded and minutes of meetings held being sent to the Service Admin Manager as well as the Regional Manager.
•To ensure that all Magnitude customer visits are completed for checking on a weekly basis.
•Organise and support formal technical skills and product training programs for all technical staff.
•To implement and manage good people management ensuring that all staff has a formal balanced scorecard and that the required performance reviews are conducted twice a year.
•To follow the company code of conduct and policies and to ensure all staff members in the department are always aware of and follow them.
•Ensure that risk management policies are always implemented and followed up and that company assets and personnel under the department’s control is adequately protected.
•To ensure that market pricing and competitive information is always up to date and to report any changes and developments in the market and with competitors back to the Management Team.
