Capetown
Salary: R50 000CTC
Role Purpose
Develop and lead a successful team that provides service excellence to all customers. To ensure that the branch/region is managed to achieve company budgets, targets & objectives of growth, sustainability, and profitability. To ensure that all contract equipment is maintained to the highest standard at targeted cost levels and to develop his team in all necessary skills both technical and business.
Skills and Experience
- 5 - 7 years’ Regional Management / Operational experience.
- Strong Leadership, Customer Service, and decision-making skills
- BCom in Business Management will be considered as an advantage.
- Strong Analytical Skills
- Excellent Communication Skills
- Sound knowledge of budgeting, forecasting, and reporting.
- Relevant computer skills - MS Office
- Sound knowledge of relevant legislations, including health and safety, environmental and labour.
- Candidates must be willing and able to handle pressure.
Duties and Responsibilities
- To lead the regional team in meeting monthly budgeted levels and where possible exceeded.
- Develop, implement, and champion a first-class service operation that ensures response, scheduled services and all break downs are handled within company KPIs with total professionalism and that customers are called back re response and completion of work to their satisfaction.
- To ensure that New/Used Plant Sales, Service, Short Term Hire and Parts departments achieve agreed customer coverage and conversion levels and that monthly budget and target sales, and gross profit levels are achieved.
- To ensure all technicians are kept busy and that additional customer and contract service work is obtained.
- To ensure that all quotes for New & Used Plant Sales, Short term hire, Parts, Customer Service and abuse work is followed up and billed correctly.
- To check that all contract equipment is maintained to the highest quality and at the manufacturer’s standards, scheduled servicing is carried out on time and at the required standard and that costs do not exceed budget.
- To maintain the short term hire fleet at the required standard so that availability targets are maintained and that maintenance costs do not exceed the allowance granted from short term hire.
- Manage the relationship with suppliers and relevant dealer to ensure that all KPI’s and standards are met.
- To ensure that warranty work is completed to the standard required by the manufacturer and that all claims are processed on time and that outstanding claims are followed up and received on time.
- To ensure that the regions departments meet all agreed KPIs and commercial targets.
- Manage the service admin department to ensure that job costing, hour meter readings, equipment records, and accounting records are produced and maintained within company processes and policies.
- Manage the Contracts Managers and Customer Service representative to ensure they meet agreed activity and operational targets.
- To ensure that fleet management reports are reviewed, and hour meter readings are accurate and to manage the relationship with the fleet management service provider in order to make sure all customer sites are working and that the devices are fitted and removed according to instructions from sales.
- Work closely with other key personnel internally to develop and achieve company budget, performance and strategic objectives.
- To implement and manage good people management ensuring that all staff have a formal balanced scorecards and that the required performance reviews are conducted twice a year.
- To ensure that voluntary staff turnover in the department is kept below 5% per annum.
- To maintain both the workshop and workshops on customer sites to health and safety, environmental and company standards and policies.
- To follow the company code of conduct, culture and policies and to ensure all members of staff in the department are aware of and follow them at all times.
- Attend management meetings as required and to ensure that staff are kept up to date on the relevant results and policies etc. are communicated promptly.
- Ensure that risk management policies are implemented and followed up and that all company assets and personnel under the departments control are 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.
- As and when requested to prepare monthly and quarterly forecasts and annual departmental budgets.
- Manage the long-term rental expiry list and assist the National Sales Manager in deciding where assets should be disposed to (STR/used).
- Ensure that the Area Sales Managers and Sales Executives process all required information timeously and accurately into the Magnitude App for the monthly sales report to be generated.
- Review progress towards quarterly set sales targets and cascade corrective actions to sales team members if needed.
- Visit clients with sales team to assist them in closing deals in their relevant areas.
- Handle any queries or information required to finalise the completion of sign off order packs and related documentation.
- Ensure all documents are completed and processes are followed to deliver all units on the Order & Delivery Schedule or equivalent document.
Sales KPI’s
- New unit market share >10%.
- New unit proposals generated per salesman >20 per month.
- Ratio of proposals against orders – >4:1.
- Proposals generated as a % of potential market >50%.
- Market coverage >30% (actual orders & quoted loss sales against potential market).
- Debtors days <7 days.
- Lead generation - > 50% of potential market.
- Leads followed up with proposal or acknowledgement in writing within 24 hours.
- All proposals followed up twice a month.
- 80% of new unit orders with AIM contracts or PMA contracts, excluding sales to dealers.
- Ensuring 100% of New & used units are delivered on time.
- Hand overs completed 100% to within 24 hours of delivery date.
- Dealer Hand over packs completed 100% on delivery date and received back within 5 working days for processing.
Short Term Hire KPI’s
- Monthly fleet utilization, machine, > 85%, financial >75%.
- All current hire’s to have signed completed contracts with accompanied Landlord waivers/consent.
- All STH machines to have valid load tests completed within the required timeframe and on a 10 monthly cycle.
- Photos and Condition Reports of machines going out and returned to 100%.
- Hour meter readings to be obtained on due date 100%.
- Excess hours invoiced monthly 100%.
- Transport recovery 100% and within the same month.
- All sub-hires to be authorized prior to quoting customers.
- STH quotes to be recorded on ADP and done within the same day of receiving the lead.
- All STH quotes followed daily.
- Debtors’ days in line with budget.
- All customer insurance 100% up to date or charged.
- STH Fleet growth is achieved annually as set out in scorecard.
Parts KPI’s
- Availability off the shelf > 85% and ex Branches > 90%.
- Emergency order stock order ratio below 25%.
- Track and report Dead stock movement and ratios.
- All quotes completed the same day and followed up 100%.
- All lost sales recorded and reported weekly.
- Competitive price comparisons done twice a year on fast moving items.
- Stock loss <2.5% of total stock bi-annually.
- Feedback- ETA of non-available parts within 24hours.
- Parts debtor’s days in line with budget.
- Weekly reports submitted to track progress of quotes.
Service KPI’s
- Technicians productive time above 85% of paid time.
- Breakdown responses to not exceed 4 hours.
- All services and load test are scheduled, and dates and times confirmed with the customer beforehand – 100%.
- All scheduled services completed within parameters (months or hours) - 100%.
- All load test done within due date 100% or customer informed in writing.
- All breakdowns are recorded and logged in Webfleet and app. 100%.
- Machine standing register completed daily and submitted before 09:00am each working day.
- Ensure no customer/chargeable job to be undertaken without a valid customer order.
- Ensure breakdowns are repaired on same day or reported accordingly.
- Completed job cards to be submitted on the App and signed off by Contracts Managers daily.
- Technicians’ timesheets to be completed on the App, authorised by Contracts Managers and then captured onto ADP daily.
- 100% of call backs when technician dispatched, followed up and job completed.
- Labour margins > 45%.
- Sublet margins >20%.
- Maintenance contract margins > 45%.
- Kilometres recovered >75% of travelled.
- Technicians Webfleet to be checked and signed off by the Contracts Managers daily.
- New PDI and used/customer repairs done >95% within promised dates.
- Completed WIP closures - Internal >4 days External >15 days.
- Debtors’ days in line with budget.
- Contracts Managers to log customer visits on APP – 100% daily.
- All contract machines to be inspected twice a year by the Contracts Manager.
- All technical training attended and completed as per the scheduled times.
- Warranty jobs closed, costed and claimed within 45 days of breakdown.
- Achieve zero-rand value of unjustified rework.
- Hour meter reading 99% correct monthly and on due date.
- Van stock to be counted once per quarter and stock losses must be <5% of van stock value (conducted by Regional Manager).
- All terminating contract inspection reports and abuse recovery within stipulated deadlines.
- All servicing job cards to be inspected and additional work quoted or completed within 48 hours.
- All quotes followed up weekly.
Accounts KPI’s
- Contracts loaded / terminated within 24 hours.
- Excess hour billing 100% on due date.
- Contracts escalations done 100% on time.
- Contract billing done accurately monthly.
- All GL reconciliations completed monthly and accounted for.
- All statutory returns submitted on time.
- All local creditors paid on time.
- All accounts queries handled within 24 hours.
- Computer faults logged within 1 hour and followed up daily.
General KPI’s
- Telephone answered on the third ring.
- All health and safety documents 100% up to date.
- Health & safety and housekeeping standards met by all 100%.
