Service Supervisor

**1.** **JOB PURPOSE**

**Ensure the machine fleet is properly maintained and serviced in the field. Deliver the best rental experience by providing the customers with safe and productive access equipment as per company standards.**

**2.** **ORGANISATIONAL STRUCTURE**

2.1 Member of Johannesburg Branch

**3.** **DECISION MAKING AUTHORITY**

4.1 In line with the company policies for the Department.

**4.** **MINIMUM QUALIFICATION REQUIREMENT**

Qualified tradesman, i.e. Millwright, Diesel Mechanic

5 - 8 Years Service management experience at a medium to large organization

Managed a staff complement of not less than 8 - 10 people for at least 5 years

Management development training

**5.** **JOB DESCRIPTION**

The Service Manager is responsible for the following:
AREA OF RESPONSIBILITY

FUNCTIONAL REQUIREMENTS

a) Services Planning
- Daily planning for all field technicians in lieu of breakdowns, services, pdi’s.
- Plan start-up sites
- Ensure technicians have correct stock for next day’s services
- Follow up on daily activities with field technicians at end of day

b) Service Schedules
- Review area allocations per Technician
- Audit service sheet for accuracy
- Check service schedule for technicians corresponds to main services sheet requirements
- Ensure snags identified are transposed to the register and allocated with services.
- Sign off Field Service job cards

c) Breakdowns
- Ensure measures in place to monitor all breakdowns.
- Identify repeat breakdowns in respect of Customers, Technicians and areas.
- Implement corrective measures.
- Enter all weekend breakdowns in log register and implement corrective action
- Compile trend analysis on breakdowns, utilizing the breakdown register.
- Approve all machine swop outs and follow up to ensure auctioned.
- Ensure benchmark on breakdowns are maintained
- Ensure benchmark response times are maintained
- As per escalation policy on complaints visit sites and resolve problems

d) Cost Control
- Ensure Departmental budgets are set
- Ensure Vehicle Fuel budget to actual is maintained and reviewed monthly
- Ensure Vehicle KM budget to actual is maintained and reviewed monthly
- Ensure Overtime budget to actual is maintained and overtime is reviewed monthly

e) Other
- Conduct monthly meetings with all Field Technicians, discuss paperwork, breakdowns, services, pdi’s, Van stock, overtime, deliverables, etc.
- Service bulletins completed, followed up and allocated for service schedule.
- Follow up on field service parts orders and advise technicians
- Review and analyze Field Technicians mileage to overtime on C-track
- Ensure Van inspection is conducted and evaluate adequate stock holding levels
- Investigate NCR’s and implement corrective measures

f) Technical & Training
- Provide technical guidelines for all technicians and users
- Ensure product training schedule is updated and staff attend training
- Identify training programs to promote staff development on technical and service standards

g) Safety
- Ensure all occupational health and safety standards are met
- Build a culture of safety
- Ensure that Technicians have the appropriate skills, training and licensing

h) General Management
- Generate appropriate and informative reports regarding the qualitative and quantitative performance of the department
- Conduct staff deliverables and KPI’s
- Conduct annual performance appraisals
- Understand and plan departmental resource requirements in line with company ratios and expansion

**6.** **SKILLS AND EXPERIENCE REQUIRED - SPECIFIC**

**6.1** **SKILLS**

SPECIFIC SKILLS

REQUIREMENT

FUNCTIONAL REQUIREMENTS

a) Services
- Able to translate the strategic plan into service requirements;
b) Interpersonal skills
- Able to develop and maintain strong relationships with customers
- Able to relate well to people and understand what motivates them
- Must have a high EQ together with an ability to understand customers needs relative the Regions targets and limitations
- Must be a strong motivator and negotiator
- Must understand customer service at highest level

c) Analytical and detail orientated
- Think strategically and see “the bigger picture”
- Able to translate “the bigger picture” into service requirements and then translate the requirements into an annual plan
- Must be able to produce well constructed business documentation in good grammatical form which clearly expresses ideas, information and recommendations in writing
- Must be able to analyze a problem, weigh up all the consequences, generate alternatives, decide on the most appropriate course of action and to take personal responsibility therefore

d) Organizing and Planning
- Must be highly organized and able to organize others
- Able to plan himself and his department and staff,
- Able to set and measure performance standards, to evaluate results and to act accordingly

e) Computer Literacy
- Fully computer literate, including Microsoft Office

f) Communication
- Able to communic