Johannesburg Service Centre Manager

                                   Purpose Statement

Key performance areas (to translate into a measure of success)

Main Outputs and Responsibilities for This Position

Performance Area

Responsibility

Financial Management

·         Full profit and loss responsibility for the Service Centre.

·         Plan and execute an annual budget.

·         Cash flow management, expense control.

·         Actual vs budget analyses and reports.

·         Ensure that overall plan complies with Company Strategies.

·         Implement and maintain a rolling forecast of the income and expenses.

·         Ensure legal compliance.

·         Allocate resources in terms of maximum return.

·         Report to Regional General Manager monthly on performance of depot along with projections for following quarter and action plans.

Contract Management

·         Support of Commercial team regarding FMCs and PMA’s.

·         Assist in drafting and compiling all necessary commercial contracts and SLA’s with customers. Ensure that all commercial contracts and SLA’s complies with relevant legal/statutory requirements.

·         Ensures overall compliance of the terms and conditions of the contract with established policies, procedures and regulations.

·         Collaborates with internal departments to minimize contractual risks to the Company.

·         Manages and resolves contract compliance issues.

·         Assists with dispute resolutions as needed.

·         Ensure approvals and appropriate documentation are received and maintained as needed.

·         Attend to and give advice on any queries related to contractual and/or SLA non-compliance.

·         Manage a central repository and database for all customer contracts and monitor the contractual periods for all contracts.

·         Assist and ensure the CSM timeously check the expiry dates of contracts to enable suitable time for the commercial team to renew such contracts.

Technical Acumen

·         Ensure FMC’s and PMA’s are planned, to maintain and service all the equipment according to manufacture specifications and service bulletins.

·         Assist in technical issues raised by the Service Centre.

·         Monthly customer site visits to ensure customer satisfaction with machine quality and ensure quality standard of work is being maintained.

·         Assist with technical assessments on machines.

Operational management

·         Ensure safety of customer equipment on FMC’s and PMA’s are  maintained according to manufacture specifications and service bulletin update.

·         Benchmark quality standard to be instituted and maintained on equipment and vehicles.

·         Ensure all equipment and vehicles are serviced and maintained according to manufacture specifications.

·         Maximise the use and effectiveness of all company assets.

·         Ensure that all licensing and regulatory requirements are met.

·         Build and maintain relationships with all the key local suppliers to the business for technical and service support.

·         Build and maintain the technical capability of the business through supplier accreditation / assistance.

·         Management of services and customer breakdowns (workshop repairs and field repairs).

·         Responsible for movement of customer equipment booked for repairs or services in the Service Centre.

·         Adhere to, execute, and enforce all company policies, procedures, rules, and regulations.

·         Monitor and direct all Service Centre operations and performance.

·         Update Regional General Manager in terms of agreed key performance indicators weekly and monthly.

·         Takes responsibility for customer service levels and maintains customer relationship standards.

Sales & Customer Service

·         Take overall responsibility for Customer Service Centre. Maintain customer relationship standards.

·         Translate the future picture of market needs into various revenue opportunities.

·         Maintain the company’s market leadership.

·         Maintain and increase the company’s market share profitably.

·         Develop and maintain appropriate infrastructure and resources to maintain and grow the revenue stream.

·         Develop the sales infrastructure and resources for the Service Centre in order that the market coverage is addressed.

·         Manage the daily, weekly, and monthly routine and controls in order that the sales department functions properly.

·         Training programs for sales staff both on the market and on selling and customer care methodologies.

·         Ensure credit management criteria of the business is adhered to.

·         Overall responsibility for customer service, CSI score enhancement, management, and communication.

·         Monitors lost revenue log. Recommends and implements necessary actions.

·         Manages and monitors competitor activities and prices.

·         Manage customer’s complaints.

·         Manage customer satisfaction.

·         Maintain a regular call cycle with customers.

Safety & Training

·         Build procedures and processes to ensure that every  Accessor trainer has the appropriate and legal licenses for  training.

·         Ensure annual training targets are set and met for Accessor trainers.

·         Build a culture of safety.

·         Have input on safety related issues in all aspects of the business

·         Ensure that any user of any piece of equipment has the appropriate skills, training, and licensing.

·         Ensure all safety bulletins on equipment are carried out, documented, and stored as per manufacturer specification.

·         Ensure all company assets are safe for use according to manufacturer specifications and OSHACT.

Leadership and Management

·         Ensure that employees have clear and understood work/role descriptions, targets and goals to perform their functions, and that client needs, and requirements are integrated into all work-related practices.

·         Ensure that employees have the right resources, skills, tools, equipment, and information to successfully execute on their responsibilities.

·         Effectively manage employee performance and create opportunities for them to gain the competence for the work required and to grow.

·         Manage staff in accordance with agreed key performance indicators.

                                                                       Qualifications

Minimum

Matric

Appropriate tertiary qualification

                                                         Experience

·         Minimum of 5 Years Service Centre Management experience.

·         5 years Operational management experience required.

·         3 years’ Experience in Logistics and technical environments.

·         Equipment, truck, and vehicle fleet management experience.

·         3 Years’ Experience in managing a staff complement of not less than 20 people.

·         Forklift industry experience would be an advantage

·         Experience in an ISO and H&S environment would be an advantage

                                                              Knowledge

·         Quality Management

·         Debtor Management

·         Solution Selling

·         Sales management

·         Financial Management

·         Customer service

·         Rental industry

·         Knowledge of work of height machinery and equipment

·         Industry specific knowledge i.e. mining, construction, light & heavy industrial

·         OSHAS and safety industry regulations

·         Relationship management

                                                                        Skills

·         Administration skills

·         Leadership Skills

·         Problem Solving skills

·         Conflict Management skills

·         Delegation skills

·         Selling skills

·         Negotiation skills

·         Decision making skills

·         Planning and Coordination skills

·         Team management skills

·         Judgement skills

·         Collaboration skills

                                                Behavioural Competencies

·         Integrity

·         Creativity

·         Logical and Analytical

·         Interpersonal Skills

·         Resilience

·         Persuasiveness

·         Energy and Drive

·         Quality Orientation

·         Planning and Organizing