Service Centre Manager

**Purpose Statement**

**To execute** the companies Service Centre sales strategy and customer service objectives for the Service Centre..

**Key performance areas (to translate into a measure of success)**

Financial Management

Contract Management

Technical Acumen

Operations Management

Supplier Management

Sales and Customer Retention

Safety and Training

Leadership and Management

**Main Outputs and Responsibilities for This Position**

**Performance Area**

**Responsibility**

Financial Management
- Full profit and loss responsibility for the Service Centre.
- Plan and execute an annual budget.
- Cash flow management, expense control.
- Actual vs budget analyses and reports.
- Ensure that overall plan complies with Company Strategies.
- Implement and maintain a rolling forecast of the income and expenses.
- Ensure legal compliance.
- Allocate resources in terms of maximum return.
- Report to Regional General Manager monthly on performance of depot along with projections for following quarter and action plans.

Contract Management
- Support of Commercial team regarding FMCs and PMA’s.
- Assist in drafting and compiling all necessary commercial contracts and SLA’s with customers. Ensure that all commercial contracts and SLA’s complies with relevant legal/statutory requirements.
- Ensures overall compliance of the terms and conditions of the contract with established policies, procedures and regulations.
- Collaborates with internal departments to minimize contractual risks to the Company.
- Manages and resolves contract compliance issues.
- Assists with dispute resolutions as needed.
- Ensure approvals and appropriate documentation are received and maintained as needed.
- Attend to and give advice on any queries related to contractual and/or SLA non-compliance.
- Manage a central repository and database for all customer contracts and monitor the contractual periods for all contracts.
- Assist and ensure the CSM timeously check the expiry dates of contracts to enable suitable time for the commercial team to renew such contracts.

Technical Acumen
- Ensure FMC’s and PMA’s are planned, to maintain and service all the equipment according to manufacture specifications and service bulletins.
- Assist in technical issues raised by the Service Centre.
- Monthly customer site visits to ensure customer satisfaction with machine quality and ensure quality standard of work is being maintained.
- Assist with technical assessments on machines.

Operational management
- Ensure safety of customer equipment on FMC’s and PMA’s are maintained according to manufacture specifications and service bulletin update.
- Benchmark quality standard to be instituted and maintained on equipment and vehicles.
- Ensure all equipment and vehicles are serviced and maintained according to manufacture specifications.
- Maximise the use and effectiveness of all company assets.
- Ensure that all licensing and regulatory requirements are met.
- Build and maintain relationships with all the key local suppliers to the business for technical and service support.
- Build and maintain the technical capability of the business through supplier accreditation / assistance.
- Management of services and customer breakdowns (workshop repairs and field repairs).
- Responsible for movement of customer equipment booked for repairs or services in the Service Centre.
- Adhere to, execute, and enforce all company policies, procedures, rules, and regulations.
- Monitor and direct all Service Centre operations and performance.
- Update Regional General Manager in terms of agreed key performance indicators weekly and monthly.
- Takes responsibility for customer service levels and maintains customer relationship standards.

Sales & Customer Service
- Take overall responsibility for Customer Service Centre. Maintain customer relationship standards.
- Translate the future picture of market needs into various revenue opportunities.
- Maintain the company’s market leadership.
- Maintain and increase the company’s market share profitably.
- Develop and maintain appropriate infrastructure and resources to maintain and grow the revenue stream.
- Develop the sales infrastructure and resources for the Service Centre in order that the market coverage is addressed.
- Manage the daily, weekly, and monthly routine and controls in order that the sales department functions properly.
- Training programs for sales staff both on the market and on selling and customer care methodologies.
- Ensure credit management criteria of the business is adhered to.
- Overall responsibility for customer service, CSI score enhancement, management, and communication.
- Monitors lost revenue log. Recommends and implements necessary actions.
- Manages and monitors competitor activities and prices.
- Manage customer’s complaints.
- Manage customer satisfaction.
- Maintain a regular call cycle with customers.

Safety & Training
- Build procedures and processes to ensure that every Accessor trainer h