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
#J-18808-Ljbffr
