Responsibilities:
Staff leadership and performance management:
- Develop/implement departmental manpower structures and leads/direct departmental teams towards goal achievement.
- Develop/implement/communicate performance targets/ measures/ standards/ outcomes to staff.
- Implement communication strategies to ensure effective communication of relevant information and involvement of staff.
- Manage performance through counselling, training, and corrective action.
- Manage disputes/ grievances/ changes in accordance with procedures and accepted practices.
- Monitor processes and implement/maintain/improve procedures/systems to ensure effective and efficient process/variability control.
- Ensure implementation HR/SHE/QA policies and procedures.
- Manage contract profitability.
- Manage WIP via controllers – Follow up on Breakdowns, assist controllers
- Service handovers on new machine delivery with sales
- Follow up on load testing repairs
- Weekly vehicle checks
- Follow up on emails and WhatsApp’s
Project execution:
- Monitor dispatch of products/delivery against targets and take timeous corrective action.
- Customer backordered parts follow ups daily
- Following up on quoting on additional work required as applicable, from the job cards/service reports after every service and repair has been carried out
- Tracks analyse and report metrics or client service levels
- Ensure the successful landing of new clients
- Carry out random inspections on customer’s equipment after service and repairs have been completed – check up on technician work quality and difficult repairs
- Collect monthly excess hours
- Ensuring the market related pricing and competitive information is always up to date and to report any changes and developments in the market back to the management team
- Manage the quality of Product Support services and liaise with Rental/Short Term Rentals (STR) team
- Ensure compliance of support delivery and case resolution with stated service level agreements (SLA’s)
- Submitting weekly reports accurately and on time
- Servicing of maintenance and chargeable customers – Liaise with customers as required and ensure effective customer feedback communication processes.
- Liaise with customers as required and ensure effective customer feedback communication processes.
- Resolve/assist in the resolution of disputes with customers subcontractors on site.
- Ensure systems and procedures are in place to document contractual issues and manage contractual documentation effectively and efficiently.
- Ensure variances in scope during project delivery are dealt with in accordance with an agreed procedure and company objectives are met.
- Lead and direct all the major contracts under the service of support area.
- Attend to warranties
- Standby
Business strategy/planning/budgeting:
- Coordinate development of departmental business plan and budget.
- Develop performance targets and monitors progress/takes corrective action where required.
- Receive monthly costs, analysis variances, reports against variances and takes corrective action.
- Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies.
- Complete and submit reports as required.