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Service Team Lead

1 week ago

Germiston, Gauteng, South Africa Groupe CFAO Full time

Job Overview

We are seeking a highly skilled and experienced Field Service Team Leader to join our team. The successful candidate will be responsible for ensuring best management practices are followed in all areas of responsibility regarding departmental procedures and actions, promoting a customer-oriented service, implementing and upholding actions in line with company strategic vision and operating the department profitably according to set targets.

The ideal candidate will have a strong background in technical services, excellent leadership skills and the ability to drive customer service excellence. They will be responsible for managing the Field Service Teams and Controllers, ensuring quality and professionalism are always met to maintain customer satisfaction contributing to Profitable Operations.

  • Manage the team by means of continuous performance feedback, coaching and counselling to ensure ongoing improvement of performance, bi-annual performance appraisals per staff member, payroll information to be compiled and submitted timeously, monthly / weekly team meetings, achieving employee morale survey target, managing leave and absenteeism, implementing and driving HR practises in line with company strategic objectives, ensure effective inter-departmental and internal communication.
  • To carry out routine maintenance checks as directed ensuring that all necessary service parts are available prior to attending customers site, all quoted work to be highlighted by liaison personally, with the customer.
  • Proceed to customer's premises as advised, report to the customer's contact, locate equipment, diagnose fault, and once the fault has been diagnosed inform Service Coordinator and the customer of the approximate time of completion. Rectify any faults as required by the customer, ensuring that the machine is left operating in a safe condition, and that the work has been carried out to the customer's satisfaction.
  • Provide technical assistance / coaching and on-the-job training to all Field Service Team members; overall responsibility to ensure quality of service (always ensure optimum response time and professional service, evaluation of technicians' training needs and ensuring lack of knowledge / skills are addressed).
  • Sound financial management of team in line with budget and department strategic objectives (ensure all company policies and set targets are met in the following areas: work in progress, service scheduling, debtors, profitability of maintenance contracts, warranty claims processing, service agreement growth targets, service agreements profitability, labour recovery targets, team and department GP and contribution, management of overheads, managing debtors, perform service quality checks, vehicle (ASEC) and tool inspections, etc.).
  • Ensure OHSACT requirements are met on own and customer premises and that all regulations are adhered to.
  • Drive customer service excellence (build and develop strong, loyal relationships with internal and external customers, foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers, ensure internal and external CSI targets are met, etc.).
  • Ensure team contributions are focused to grow department in line with company requirements.
  • Overall responsibility to provide scheduled (monthly, weekly and daily) ad-hoc reports as might be requested by department manager (e.g. Kerridge-based reports from Marketing, Nominal Ledger, Point of Sale, Maintenance leasing and Management Accounts, etc.).
  • Ensure that the Controller/Manager is kept informed of your team activities.
About Us

Groupe CFAO is a leading international group operating in Africa, dedicated to serving its clients through innovation and expertise. Our mission is to deliver value-added solutions to our clients by providing them with high-quality products and services.

Benefits

We offer a competitive salary and benefits package, including opportunities for career development and growth. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.