Service Manager

5 days ago

Kempton Park, South Africa LiuGong Machinery of South Africa Full time

**Responsibilities (but not limited to)**:

- Responsible for the subsidiary service policy revision and publicity:

- According to the service policy of the company and the overall target of relevant annual services, combined with the regional situation of the subsidiary, revise the annual service policy of the subsidiary, and submit it to the service department at headquarters for review and filing
- Organize the team of the subsidiary to concentrate on learning the annual service policy, and organize the promotion and implementation of the service policy in each dealer
- Organize and complete the work objectives and tasks of the department:

- Arrange the work of direct subordinates reasonably according to the department's responsibilities and work plan
- Guide and supervise direct subordinates to carry out normal daily work, conduct monthly assessment and evaluate performance of direct subordinates
- According to the relevant regulations of the company, submit the departmental work plan and work summary on time
- Organize the team to actively feedback and submit major fault cases in the region
- Timely track and provide feedback the regarding fault handling progress
- Organize the team to timeously complete the repair progress and provide feedback on the potential market effect on the noticeable mechanical faults
- Responsible for establishing and improving the warranty system for regional services:

- Responsible for formulating after-sales service management system
- Establish service files, strengthen the monitoring of regional service support, and support dealers to improve the service system
- Responsible for establishing and improving the service assessment system for the regional service team
- Organize and handle major quality issues
- Responsible for organizing the subsidiary’s annual service warranty registration rate including warranty fee settlement:

- Organize the team to complete the communication of the annual goals and requirements of the regional Three Guarantees registration
- Supervise and follow up the completion of the regional Three Guarantees registration form
- Analyze and study the problems in the implementation process of Three Guarantees registration and organize solutions
- After the three-package fee is checked with the finances every quarter, it will be paid to the dealer, and will be sent to the dealer after a unified summary
- Overall coordination of physical shipment requests, tracking to final claim completion
- Assist in the promotion of warranty orders for dealers to improve customer satisfaction
- Responsible for the inspection and supervision of regional service quality:

- Supervise the regional service team to do a good job of after-sales service in accordance with the service commitment to ensure that user satisfaction reaches the company's assessment indicators;
- Responsible for coordinating and organizing the supporting departments of the headquarters, and urging them to deal with the quality problems of the warranty in a timely manner
- Subsidiary regional authorization work organization promotion
- Promote Cummins service authorization work according to company requirements
- Distributor status and capacity improvement plan in the subsidiary’s region:

- Organize the team to regularly collect the current status of the dealer and the status of the service team
- Analyze the status of each dealer and propose an appropriate improvement plan
- Subsidiary service team overall planning
- Understand the status and advantages of each member;
- According to the status of each member, provide appropriate resources and platforms to give them opportunities to improve;
- Assist in planning career and direction according to each member's situation and personal wishes

**Salary**: R50,000.00 - R65,000.00 per month

COVID-19 considerations:
No

Ability to commute/relocate:

- Kempton Park, Gauteng: Reliably commute or willing to relocate with an employer-provided relocation package (required)

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