Job Role
The appointed candidate will drive and deliver all service and technical aspects of the business delivering optimum profitability through excellent customer service standards.
Responsibilities: Staff leadership and performance management
• Recruit, mentor and develop the service team and nurture an environment where they can excel through encouragement and empowerment.
• Ensure effective communication of relevant information between departments.
• Manage performance through counselling, training, and corrective action.
• Manage disputes/ grievances/ changes in accordance with procedures and accepted practices.
• Monitor processes and implement/maintain/improve systems to ensure effective and efficient outcomes.
• Maintain an orderly workflow according to priorities.
• Always keep a safe and clean workspace.
Project execution
• Delegate and direct service tasks; monitor the progress of all current and pending projects.
• Take ownership of customer issues and follow problems through to resolution.
• Develop service procedures, policies and standards.
• Monitor dispatch of products/delivery against targets and take timely corrective action.
• Liaise with customers as required and ensure effective customer feedback.
• Keep accurate records and document customer service actions and discussions.
• Resolve/assist in the resolution of disputes with customers/subcontractors on site.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns.
• Act as the highest source of information for all service, inventory, and product-knowledge concerns and work process matters (for both employees and customers).
Business strategy/planning/budgeting
• Coordinate development of departmental business plan and budget.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Develop performance targets and monitor progress/take corrective action where required.
• Receive monthly costs, analyze variances, report against variances, and take corrective action.
• Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies.
• Complete and submit reports as required.
Requirements:
• Must have a Diesel / Auto Electric / Forklift trade or related trade test certificate.
• A Business or related field qualification will be an added advantage.
• A material handling servicing background with experience at a senior management level.
• Decision-making ability.
• Ability to balance strategic and operational involvement.
• Strong staff management skills.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
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