National Field Service Manager

4 weeks ago

Centurion, South Africa Tru-Trac Rollers Pty Ltd Full time

**Vacancy: National Field Service Manager - Mining**

Tru-Trac Rollers, a company specializing in the maintenance and installation of conveyor components for the mining industry, has a vacancy for a National Field Service Manager in Centurion, Gauteng.

Region: Centurion, Gauteng.

**Salary**: Market related, based on experience

Benefits: Pension, Risk Cover, Funeral Cover, Life Insurance, and Medical Aid

Type: Full time and Permanent

The National Field Service Team Manager will be responsible for managing our field service teams, executing efficient planning and dispatch of work orders, and directing the daily operations of the Service Department. You will ensure optimal scheduling and coordination of all service team activities, and keep track of job progress, capacity utilisation, cost control and service standards.

**Minimum Requirements**
- Grade 12 qualification, relevant tertiary qualification is advantageous.
- A minimum of three years’ experience in maintenance planning, scheduling and dispatching of service technicians in a mining environment.
- Strong people management skills, administrative skills, highly organized, motivated, and ability to manage own time effectively.
- Strong communicator, proactive, systematic and diligent
- Familiarity with mechanical components on the conveyor system is a bonus
- Proficiency in CRM and Service management systems, MS Excel
- Bilingual (English and Afrikaans).
- Living in Centurion or surrounds.

**Competencies**
- A positive attitude - “do what it takes” attitude.
- Thorough attention to detail and accuracy, and ability to think out-of-the-box.
- Strong verbal and written communication skills, and structured approach to problem-solving.
- Ability to manage own time effectively and respond positively to different situations and be able to work under pressure
- Join our team at Tru-Trac where we value innovation, excellence, and partnership. Be a part of a team that's future-focused and committed to providing top-tier customer service.

**Duties & Responsibilities**
- Develop field service plans, programs, and staffing schedules to meet company and customer needs.
- Create and optimise field service processes & systems
- Dispatching of service and installations teams - actively managing and maintaining team schedules on a day-to-day basis and updating technician calendars
- Liaising with relevant parties when planning and scheduling jobs - including internal sales, dispatch, sales reps and customers
- Advise call out details and parts required and product deliveries with sales and service teams
- Ensuring SLA’s are met (installations, maintenance)
- Calculating the most cost effective & efficient routes
- Perform all standard manager duties including hiring, training, appraisal, counselling, and discipline.
- Compile and analyse field service data and provide insightful reports to senior management, focusing on optimization, cost control, customer service standards and continuous improvement.
- Define and implement field service process improvements with a focus on automating report filing, hours, etc. for increased efficiency.
- Monitoring of Service teams and ensuring their work is completed, planning is efficient, quality approved, actioned timeously and job cards uploaded onto the system
- Reviewing installation, inspection and survey reports
- Develop service contract options that best meet customer needs while maximizing revenue and profits. Support the sales team by providing timely, quality, and efficient service to customers.
- Supervise the overall service functions, identify and recommend when service contracts are needed, and make recommendations to reduce costs and improve service efficiency.
- Handle customer complaints or concerns quickly and professionally to maintain strong customer relationships and ensure repeat business.
- Delegate and direct service tasks, monitor progress, and manage service team members to meet the team's objectives and sales goals.
- Execute personnel skill assessments to identify areas that need improvement. Administer performance reviews routinely and provide appropriate feedback and corrective actions when necessary.
- Help train new employees in company procedures, maintain a strong working knowledge of industry regulations, restrictions, and laws, and ensure adherence to company and legal guidelines.

**Job Types**: Full-time, Permanent

Application Question(s):

- Are you currently staying in Centurion? In which suburb do you stay?
- Have you been working in the mining industry for at least 1 year? On which mines have you worked?

**Education**:

- High School (matric) (required)

**Experience**:

- Maintenance Planning: 3 years (required)
- scheduling: 3 years (required)
- Dispatching service technicians: 3 years (required)

**Language**:

- Afrikaans (required)

License/Certification:

- Drivers License (required)

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