Client Services Manager

4 months ago

Pretoria, South Africa Wenco (a Hitachi Construction Machinery subsidiary) Full time

We are currently looking for a full-time Client Service Manager to join our team in Pretoria, South Africa.
Reporting to the Regional Manager, the role of Client Services Manager is important for guaranteed quality technical and operational service delivery to secure a high level of client satisfaction. The role of Client Service Manager is responsible for coordination of internal cross-functional department interests and activities to meet the requirements and satisfaction of our clients in the delivery, support, and implementation of our systems.

**Key Deliverables and Responsibilities**:

- Drive operational excellence in the technical aspects of work performed to support clients, leading to high systems availability and client satisfaction.
- Project manage the Client Services Team schedule/roster and allocate suitable resources to projects or support queries.
- Identify resourcing issues and communicate such matters to Regional Managers and Global Services Manager in a timely manner.
- Develop project plans and schedule project goals, milestones, and deliverables.
- Take operational decisions and action/delegate a mutually acceptable plan to secure the satisfaction of clients when required.
- Assist Sales & Account Management team in compiling Project Plans for RFPs or tenders based on available resource and utilization forecasts.
- Manage support and development task distribution and escalation procedures internally.
- Promote an effective team environment.
- Identify internal training requirements and communicate it to Regional Manager and Global Ser Manager
- Manage standby schedule.
- Identify and manage support equipment and spares requirements for regional office, sites, projects, and support.
- Identify and implement improvements to business unit to enable better client service and team development.

Experience and Knowledge
- 8+ years’ technical supervisory experience of people and resources
- Computer Technology background (Including exposure to Linux, Cisco, Database Administration, Business Systems Analysis, Microsoft Exchange, etc.)
- Project Management certification with PMP and PMI-ACP or equivalent is an asset.
- A relevant degree will be a advantage.

Skills and Abilities
- Cooperation/Teamwork - conveys a sense of teamwork, respectful of others, seeks to work towards a common goal.
- Excellent customer and people management skills
- Strong ability to manage the time and priorities of projects and team members.
- Proven analytical and problem-solving abilities.
- Strong written and verbal communication skills
- Highly self-motivated and self-directed, objective oriented
- Strong, demonstrated customer focus (internal and external)

Travel
- Travel of up to 25% may be required (must have a valid passport and legally be able to travel internationally if required)

Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.
Wenco is an Equal Opportunity Employer.

Disclaimer
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