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Workshop Operations & Team Leader – Industrial Machinery – Jet Park

A supplier of industrial machinery requires an experienced Workshop Operations and Team Leader in the aftermarket division

Job purpose:

·        Manage, motivate and develop the service team members in order to maximize customer satisfaction and operational efficiency • Handle all customer service and repair requests, ensure quick turnaround of quotations.

·        Oversee the planning and scheduling of all service interventions and ensure that all parts are available before confirming dates with customers

·        Actively monitor, manage and minimize work in progress (WIP)

·        Promote forward planning and ensure that all field service technicians are fully utilized.

·        Ensure that all service orders are completed within the agreed time frame.

·        Ensure regular updates to internal and external customers.

·        Confirm visit dates and inform customers of any possible delays.

·        Ensure that all customer contact information and machine location information is updated and maintained in CCS, to ensure installed base information of a high data quality.

·        Take an active role in suggesting continuous improvements to workflow, work processes and procedures.

·        Ensure that the CCS system is always kept up to date, all service activities (in warranty, out of warranty and chargeable) including courtesy visits are registered.

·        Ensure follow up with technicians on daily progress and ensure that any problems are reported to the Managing Director.

·        Follow up with customers after each intervention, escalate customer concerns to the relevant internal people.

·        Identify staff training requirements and co-ordinate training activities for all service staff.

·        Ensure that all Service plan and warranty administration is processed correctly and timeously.

Minimum requirements:

·        Matric + Relevant trade qualification or similar by experience

·        Proven Supervisory skills

·        Experience in Production- and/or Service scheduling in a similar industry.

·        A working knowledge of MS Office programs, including Excel and MS Word.

·        Be familiar with a fast-paced customer focused environment.

·        To ensure an efficient and profitable service process is in place to meet customer service expectations.

·        Must be able to manage multiple priorities with flexibility, a positive attitude and strong commitment to customer satisfaction. 

·        After hours on-call responsibility may be required from time to time.

Salary offer: R55K TCTC