Service Manager

Responsibilities

Staff leadership and performance management

• Recruit, mentor, and develop the service team, creating an environment that promotes excellence through encouragement and empowerment.
• Ensure effective communication of relevant information between departments.
• Manage performance through counselling, training, and corrective action.
• Handle disputes, grievances, and changes in accordance with procedures and accepted practices.
• Monitor processes and implement, maintain, and improve systems for effective and efficient outcomes.
• Maintain an orderly workflow according to priorities.
• Ensure a safe and clean workspace at all times.

Project execution

• Delegate and direct service tasks; monitor the progress of all current and pending projects.
• Take ownership of issues, following through to resolution and customer satisfaction.
• Develop service procedures, policies, and standards.
• Monitor the dispatch of products and delivery against targets, taking timely corrective action when necessary.
• Liaise with customers as required, ensuring effective customer feedback.
• Keep accurate records and document customer service actions and discussions.
• Assist in resolving disputes with customers or subcontractors on site.
• Stay ahead of industry developments and apply best practices to areas for improvement.
• Consistently deliver optimum customer service by offering knowledge, advice, and addressing concerns.
• Implement and maintain company health and safety and quality standards.
• Achieve departmental budget requirements and national service KPIs (monthly, quarterly, and annually).

Business strategy, planning, and budgeting

• Participate in and implement the strategic goals of the company or group.
• Ensure resources and assets are managed efficiently to meet performance targets, taking corrective action where necessary.
• Manage monthly costs, analyse variances, report on them, and take corrective action.
• Advise management on new developments and opportunities, contributing to the formulation of business strategies and policies.
• Complete, analyse, and submit reports as required or requested.

Qualifications and experience

• Appropriate business administration qualifications or relevant work experience.
• Preference given to candidates with experience in service management, specifically in industrial equipment.
• Diesel/auto electrical/forklift trade or related trade test certificate is advantageous.
• A background in materials handling servicing, particularly at a senior management level, will be preferred.

Decision-making ability

• Ability to balance strategic and operational involvement.
• Proven track record in staff management.