To be part of a first-class service operation that ensures service excellence by providing, responding, and following up on all breakdowns within company KPIs with total professionalism. Develop and lead a successful technical team that maintains contract machines within cost limits and ensures machines are safe and available. Ensure that the Service team meets target revenue, margins, and expense control, and that all contract abuse & accident damage is recovered while reducing contract costs for the customer by identifying the “root cause” of failure and providing solutions.
Experience and Minimum Requirements:
- Service experience within the same or similar industry.
- Knowledge of relevant legislation regarding health and safety, environmental, and labor.
- Excellent communication skills (verbal and written).
Duties and Responsibilities:
- Visit customer sites and inspect machines, ensuring they are serviced & repaired to Masslift and manufacturer standards and in a safe condition. Confirm that the customer fulfills their contractual obligations (e.g., daily inspections).
- Meet with customer contacts to ensure satisfaction with uptime, response time, machine safety, and contract costs.
- Manage technicians’ productivity, quality of work, service excellence, and document accuracy. Ensure timely submission of service documents and timesheets.
- Control contract costs by timely servicing, recovering abuse costs and accident damage, conducting load tests, and providing solutions to limit abuse costs.
- Discuss contract repairs with technicians to identify “root causes” and implement cost-reduction strategies.
- Inspect machines and obtain technician reports to quote customers on abuse, out-of-contract costs, tires, and forks.
- Follow up on quotes to secure order numbers.
- Address debtors’ queries and non-payment issues.
- Assist with the collection of excess hours.
- Inspect and manage technicians’ vans and stock per Masslift policy.
- Ensure repairs for any contract machine standing longer than 24 hours are expedited.
- Plan services and load tests with controllers to meet on-time completion rates and adhere to Masslift policies.
- Oversee end-of-contract procedures, prepare condition reports, control end-of-contract costs, and confirm machines meet required conditions.
- Ensure Health & Safety compliance on both customer and Masslift sites.
- Lead the contracts service team to meet or exceed targets for contract and accident damage revenue and profit.
- Hold and record weekly technicians’ meetings, submitting minutes to the Service Admin Manager and Regional Manager.
- Complete Magnitude customer visits weekly for check-ups.
- Support and organize technical skills and product training for technical staff.
- Implement people management best practices, including balanced scorecards and conducting performance reviews twice a year.
- Enforce adherence to company code of conduct and policies.
- Ensure risk management policies are implemented, protecting assets and personnel.
- Keep market pricing and competitive information current, reporting changes to the Management Team.
Masslift Africa is an equal opportunity employer, and preference will be given to individuals from designated groups.
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