Service Back-office Manager

7 days ago

Johannesburg, South Africa Pollock and Associates Full time

Service Back-Office Manager Non Equity

Johannesburg North - Gauteng

Reporting to the Service Manager you will be responsible for the effective management of the back office to ensure operational efficiency within the service department. This position is part service, part logistics as you will be managing office staff, technicians and clients.

Essential Qualifications, Experience and Skills
- Relevant certificate/degree or similar qualification and/or extensive and relevant on-the-job training
- Minimum 5 years of relevant experience in a similar role
- Manufacturing, packaging or printing sector experience
- Understand SAP and how the processes work within SAP
- Solid staff management skills
- Analytical skills
- Ability to communicate with customers and individuals at all levels of the organization
- A positive attitude towards customer service is a necessity
- Ability to see the optimal benefit for the company at all times
- Good negotiating skills and the ability to manage change

Key Result Areas:

- Lead, encourage, motivate and manage all directly reporting staff
- Develop initiatives that increase sales and improve margins, Spare Parts, AOP and Operations
- Assist responsibilities of managing the AOP and operational performance in the following areas:

- Technical Service
- Service Contracts
- Parts
- Installation over and under runs
- Warranties
- Concessions
- Service capacity variance
- Utilisation
- WIP
- Maintain and manage the parts inventory
- Coordinate return of items to international and local suppliers
- Assist customs with clearing and releasing all imported items

Ensure parts inventory is planned and adequate to cover e-Commerce demand

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