Service Center Manager

4 days ago

Roodepoort, South Africa Logic 360 Group Full time

Main Duties and responsibilities will include, but will not be limited to:

- Manage and oversee the operation of the Service Centre.
- Manage the forward planning and direction of functions within the Service Centre and facilitate and implement changes to improve and develop services. Improve cost efficiency and productivity within the Service Centre from a managerial standpoint.
- Report to senior management on overall efficiency and performance of the Service Centres nationally.
- Responsible for job allocation and job flow in the service centre including job scheduling.
- Co-ordinate resources, (operational and human) schedules and activities to effectively manage jobs and labour allocation for day-to-day operations.
- Lead and participate in strategic expansion projects.
- Respond to customer requests for updates on the status of their jobs and keep the communication channels open to ensure information is accurate and customer satisfaction is achieved.
- Receive and review feedback from customers and follow up to ensure customer satisfaction.
- Investigate customer complaints and concerns arising from product failures and suggest appropriate solutions. Discuss with management team to identify appropriate course of action.
- Responsible to promote a safe working environment.
- Analyse current procedures and activities to identify and present opportunities for improvement of the Service Centre.
- Maintain and build good relationships with customers.
- Identify staff that require on-going training and implement training opportunities to ensure their skills are improved.
- Promote a Health and Safety culture within the business.
- Ensure adequate maintenance of tools, equipment and other materials in the Service Centre.
- Provide technical guidance and positive leadership to the Service Centre team.
- Ensure quality work from all technicians.
- Qualifications, skills and experience:

- Relevant Bachelor’s Degree
- At least 5 to 7 years’ strategic managerial experience in similar environments
- Financial acumen, analytical and strategic management skills
- Strong interpersonal skills
- Ability to work with people at various levels.
- Demonstrate commitment to quality in all aspects of service delivery.
- Can look beyond the initial customer enquiry and identify other business opportunities.
- Good interpersonal, negotiation, customer relations and resources management skills
- Customer service, quality and productivity focused.
- Computer literate (SAP, excel, word)
- Excellent problem solving and communication skills.
- Team player and able to take control of a situation.
- Identifies problems and implements solution.
- Attention to detail.
- Must be deadline driven and be able to work towards established deadlines.
- Be able to express him / herself to co-workers.
- Should be able to express him / herself to a customer in respect of technical matters if required to do so.

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