Customer Support Manager

2 weeks ago

Johannesburg, South Africa Malvern Panalytical Ltd Full time

Malvern Panalytical South Africa, is looking for an ambitious Customer Service Manager, who will be responsible for customer service in South Africa and Sub Saharan Africa. In this role you manage a team of Customer Service Engineers and the Administrative support office, focusing on installing, maintaining and repairing field based analytical instrumentation. You are responsible for financially growing and operationally running the customer service activities within the territory.

**Responsibilities**:

- You will be entrusted with making sound strategic and transparent tactical decisions that reflect on Malvern Panalytical’s reputation, profitability and customer retention.
- You will manage, motivate, develop and maintain a group of geographically dispersed CS Engineers and other Customer Support staff (when applicable) to meet and exceed the current and future needs of our customers.
- You will draft a CS strategy for the region in line with global objectives and will be responsible for the deployment, implementation and enforcement of the resulting processes in the assigned territory, in line with the overall CS Strategy.
- You will measure and improve the CS business along well defined Key Performance Indicators (KPI’s).
- You will partner up with relevant groups within Malvern Panalytical (senior CS management, Sector Sales Management, Demand Management Group, 3rd line Technical Helpdesk, etc.) to ensure the highest level of efficiency, profitability and customer satisfaction.
- You address all escalations in line with standard protocol - include action plans, follow ups and debriefs with direct communication with customers and the Regional CS Director.
- You ensure that Customer Service processes are executed in line with the globally/regionally agreed policies.
- You oversee and manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees.
- You monitor time sheets, expense reports, and time off requests in conjunction with the Malvern Panalytical HR policy.
- You coordinate the attendance of CS engineers at training sessions at the relevant Malvern Panalytical training centers, including COBE and H&S training.
- You manage administrative tasks as required for the South African CS Business.

Job Requirements
- Bachelor degree
- Experience and knowledge in after-sales/ customer service
- Experience in a previous customer support position is preferred
- Experience in supervising or managing is essential
- Knowledge of analytical instrumentation
- Excellent verbal, written and presentation skills
- Good understanding of budgets, pricing, margins and good general business acumen
- Ability to travel both locally and internationally
- Fluent in English

Competencies
- Flexible with a high customer focus;
- Working in a structured and well organized way.
- Result driven team-player
- Strong problem-solving skills
- Autonomous
- Resilient

We Offer
- An interesting job in an international high-tech company;
- Comprehensive training;
- Competitive remuneration package;
- Company car.

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