Service Manager

2 days ago

Soweto, Gauteng, South Africa Cummins Full time R900 000 - R1 200 000 per year
Description

We are looking for a talented Service Manager - Gauteng and Northwest to join our team specializing in Service for our Distribution Business Unit in Johannesburg, Gauteng, South Africa.

In this role, you will make an impact in the following ways:

  • Manages all operations including service staff and supervisors; resolves most complex business problems for those on the team.
  • Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
  • Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
  • Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
  • Ensures the volume of work produced meets company standards and ensures customer satisfaction.
  • Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
  • Established positive and professional working relationships with key customers.
  • Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.
Responsibilities

To be successful in this role you will need the following:

  • Advanced Troubleshooting & Diagnostic Skills:
    Ability to interpret customer complaints, follow structured workflows, and use specialized tools (mechanical, electronic, and software) to isolate and resolve issues accurately.
  • Proficiency with Electronic Service Tools: 
    Familiarity with the full suite of diagnostic hardware and software tools, and the ability to interpret their outputs to guide repair decisions and service actions.
  • Meticulous Documentation & Process Compliance:
    Skill in capturing and verifying technical and customer data, documenting service actions in business systems, and adhering to warranty and service protocols for accurate claims and historical tracking.
  • Effective Escalation & Communication:
    Capability to identify when issues require higher-level expertise, escalate appropriately while maintaining customer responsiveness, and clearly communicate findings and resolutions across teams and systems.
Qualifications

Education/ Experience:

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
  • This position may require licensing for compliance with export controls or sanctions regulations.

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