Permanent - Customer Services Manager - Johannesburg (West Rand) - South Africa

Purpose of the Role:

The Customer Service Manager is responsible for leading the Company's after-sales service function, ensuring exceptional customer experience, effective project coordination, and the successful resolution of service, maintenance, and installation-related issues. The role acts as the critical link between Customers, Sales, Production, and Executive Management to ensure customer commitments are met, service standards are maintained, and all maintenance and remedial projects are delivered efficiently and professionally.

Manage the Customer experience Relationship between Sales and Production;

Ensuring that the Customer is constantly informed on orders, delivery and also updates on their order;

Manages the relationship with the Production and Sales departments to meet the delivery and installation timelines;

Manager the installation with the Project Manager and also ensure the after sales service experience is met;

Manage and concerns on the installation after the sales has concluded in delivery of the sale and making sure that the necessary processes are concluded and that there is no challenges that the customer experiences, as the Company depends on good after sales service

Ideal Candidate Profile:

A technically competent and customer-centric professional with strong electrical and lighting industry knowledge, proven project management capability, and a passion for delivering exceptional after-sales service and customer satisfaction.

Key Responsibilities:

Customer Service & Relationship Management:

• Manage all after-sales customer service activities and service-related enquiries.
• Act as the primary escalation point for customer complaints, defects, and service issues.
• Ensure customer concerns are addressed promptly and professionally.
• Maintain strong customer relationships and drive customer satisfaction.

Maintenance & Service Delivery:

• Plan, schedule, and oversee all maintenance and remedial work following project completion.
• Manage maintenance teams, subcontractors, and external service providers.
• Ensure all resources, equipment, materials, PPE, and labour requirements are available for service calls.
• Monitor service quality and ensure work is completed safely and to the required standard.

Project Coordination & Issue Resolution:

• Manage customer-related projects, maintenance activities, and corrective actions from inception to completion.
• Investigate installation faults and recurring issues, identifying root causes and implementing corrective actions.
• Liaise with Production regarding quality concerns, product failures, and recurring technical issues.
• Ensure project and service milestones are achieved within agreed timelines.

Communication & Reporting:

• Serve as the primary communication channel between Customers, Sales, Production, Operations, and at times input to Directors level.
• Provide regular reports on customer service performance, maintenance activities, project status, and outstanding issues.
• Ensure accurate recording of customer interactions, service requests, corrective actions, and project outcomes.
• Escalate critical customer, safety, or operational issues where necessary.

Compliance & Health & Safety:

• Ensure compliance with company policies, customer site requirements, and Occupational Health & Safety regulations.
• Ensure all incidents, accidents, and safety concerns are reported and managed appropriately.
• Promote professional conduct, safe work practices, and high housekeeping standards across all customer sites

Minimum Requirements

Qualifications:

• N6 Electrical Engineering, Diploma in Electrical Engineering, or equivalent qualification.
• Project Management qualification advantageous.

Experience:

• Minimum 3-5 years' experience within the electrical, lighting, or related industry.
• Proven experience in customer service management and after-sales support.
• Experience managing maintenance or installation teams.
• Strong project management experience.
• Demonstrated fault-finding and troubleshooting capability within electrical installations.
• Experience resolving customer complaints and managing service delivery processes.

Key Competencies:

• Customer-focused with strong relationship management skills.
• Excellent communication and stakeholder management abilities.
• Strong project planning and organisational skills.
• Analytical thinking and problem-solving capability.
• High attention to detail and accuracy.
• Results-oriented with a strong sense of urgency.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team management capability.
• Sound decision-making and accountability.

Success Measures:

• High levels of customer satisfaction and retention.
• Timely resolution of customer queries and service issues.
• Effective management of maintenance and remedial projects.
• Improved communication and coordination between Sales, Production, and Customers.
• Accurate reporting and documentation.
• Compliance with safety and quality standards.
• Due to the inherent requirements of the role, the successful candidate will also need to be:
• In possession of a Valid, unendorsed drivers license;
• Must be willing and able to pass a full medical examination, including a drug test as required by site regulations;
• Provide us with qualifications as required