Service/Maintenance Manager - Technical Service DepartmentResponsible for the technical department on a national level, servicing clients in PTA, DBN, CT, and international clients in neighboring African countries. This will involve air or road travel depending on circumstances.The individual will interact with technical clients from tradesmen to technical managers, as well as senior management at HQ. Specific training related to the company's requirements will include on-the-job training and international training in the UK for accreditation in the relevant field. The role may require after-hours and weekend work to oversee and assist staff on-site as necessary.The Service Manager is responsible for the short, medium, and long-term actions carried out by the testing and service department on behalf of the company for its customers. The service department provides trained technical labor, calibrated instrumentation, and stock to facilitate periodic test and service work cost-effectively and in line with service level agreements to ensure customer satisfaction.Weekly TasksThe weekly tasks include managing daily actions to ensure cost-effective customer satisfaction that benefits both the customer and the company. These actions include:Ensure all technical staff are aware of their scheduled tasks and expected service levels.Follow up on the monthly schedule and manage daily additions and changes.Check test work sheets and inspection sheets to ensure work is carried out as scheduled.Follow up on filter requests by technical staff to ensure timely stock delivery to avoid unnecessary costs.Schedule incoming survey requirements as requested by customers and the Sales Department.Follow up on customer calls and concerns to ensure prompt remedial action.Hold weekly meetings with technical staff to ensure work is carried out as planned.Follow up on overages, report to the customer, and ensure details are provided to the sales department for quoting.Monthly TasksThe monthly tasks relate to the monthly actions agreed upon in various customer SLAs. These tasks include:Planning the following month's schedule of site visits for each customer service level agreement.Managing data entry of all filter inspection worksheets completed for each customer.Generating, checking, and delivering a monthly report to each customer.Planning six-monthly tests to be carried out at agreed sites.Arranging and obtaining customer approval for six-monthly test scheduling.Allocating six-monthly test worksheets for each technician to ensure compliance with specified standards.Setting up new monthly reports, inspection worksheets, and six-monthly test reports to required standards.Managing and improving monthly reports, inspection worksheets, and six-monthly reports.Maintaining the filing of all test and inspection worksheets in the service department office.Maintaining electronic filing of all test and service reports for ad hoc orders received.Annual TasksAnnual tasks involve managing technical labor and test instrumentation to ensure work is carried out as planned for all customer service level agreements and ad hoc testing orders received via the sales department. These tasks include:Maintaining a record of equipment calibration history and scheduling all instruments due for calibration.Managing technical labor training to ensure skilled service delivery to various customers.Scheduling leave for all technical staff.Ad Hoc Managing TasksAd hoc tasks assist sales with surveys and additional orders that do not form part of customer service level agreements. These tasks include:Managing and scheduling surveys as requested by the sales department.Managing, scheduling, and ensuring the execution of additional testing orders.Setting up, completing, and ensuring delivery of additional order test reports to the agreed standard.Maintaining the filing of all test worksheets in the service department office for ad hoc orders.Maintaining electronic filing of all test and service reports for ad hoc orders received.
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