Job Description

To lead, coordinate, motivate and develop a team of service colleagues to provide world class services to our customers whilst ensuring achievement of all relevant service KEY PERFORMANCE INDICATORS (KPI's).
To intervene purposefully to optimize service performance with individuals, or the team, by taking timely and effective action when KPI's are not being achieved or by identifying and then rolling out best practice when they are being exceeded.
To deliver quality service in full compliance to Health, Safety & Environmental requirements in line with Company standards and expectations.
To facilitate overall customer retention by ensuring that excellent front line relationships are maintained with customers by:

• Assuring service quality by frequent site QUALITY ASSURANCE (QA) visits.

• Continually developing service colleague competency via frequent field coaching and subsequent performance feedback (Technician Performance Assessment {TPA}).

Developing and maintaining a positive high personal profile with our customers (including selected CUSTOMER CARE MANAGEMENT (CCM) / Tiered Customers)
KEY WORK OUTPUTS & ACCOUNTABILITIES: * Agree individual and team service targets with Branch Manager in order to deliver the Branch's / Company's business goals.

• Manage the branch infield supervisors to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each to direct performance against targets including making appropriate interventions - such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective action is taken.
• Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them. Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established.
• The Supervisor is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment - documented process)
• Participate in the support or re-training of personnel - (service, sales and admin), as well as training / retraining of customer personnel on technical matters and material (products and services). (in collaboration with the Divisional Technical management team.)
• Conduct regular Coaching sessions and 1.1 meetings to be conducted with infield supervisors
• Analyse the TPA results completed by the infield supervisors in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standards as defined in the TPA. Liaise with Branch Manager and other supervisors to ensure that the use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
• Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. - keep appropriate and accurate records of training / attendance.
• Complete regular Supervisory Quality Assurance checks on client's premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity - check KPI
• Ensure that all customers are serviced on time by managing the service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.Responsible for conducting new scenarios in Service Plus every quarter. Installation of all new agreements must be planned 24 to 48 hours.
• Leave Management/Annual leave/Sick leave/Study Leave and Medical leave.
• Recruitment of new service staff
• Ensure that all HR/IR issues are resolved and addressed. Conduct disciplinary interviews and hearings when required to do so.
• Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers' satisfaction is achieved. (CCM management). Evidence of competitor activity at the client should also be recorded and communicated to the Branch Manager and Sales Manager.
• Customer Retention - actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
• Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
• Ensure effective and timely communication across the team by holding regular team meetings (minimum fortnightly). Reporting on individual and team performances to the Branch Manager, regularly (minimum fortnightly)
• The Supervisor must be Health, Safety & Environmentally centric and compliant - able to create and maintain an environment which meets local HS&E standards, regulations and requirements. The supervisor is also responsible for the H and S audits and preparations required for all branch audits.
• Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment).
• Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises - in line with all Standard Operating Procedures and Safe Work Procedures.
• Ensure that all direct reports, and Technicians' qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.
• Manage and maintain service data - using all facilities, resources and reports available - to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and planning as required. (iCABS / Progress)
• Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
• Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.

Requirements
SKILLS and COMPETENCIES

• Planning and Organising / Work management
• Good verbal and written communication skills
• Awareness of competitor activity
• Ability to interact with clients at all levels
• Innovative leadership / influencing
• Technical business knowledge
• Quality orientation / attention to detail
• Problem Solving skills
• High energy level / self motivated
• Planning and organizing
• Team player / collaborative

QUALIFICATIONS & EXPERIENCE:

• Matric
• Operations Management Qualification preferably
• Valid unendorsed Code 08 /10 drivers licence.
• Computer literate - Word, excel, power point, other
• Excellent numeracy skills
• Service industry experience
• Customer Management / CRM experience.
• Health & Safety -minimum of 2 years experience
• HR / IR / ER knowledge / application

Benefits
Medical Aid
Pension Fund

Skills Required