Job Description

Company Description

Vision Elevators

PLEASE READ THE JOB SPECS BEFORE YOU APPLY - YOU MUST HAVE EXPERIENCE IN THE LIFT INDUSTRY


We inspire our colleagues to act as Entrepreneurs in their roles by injecting passion, enthusiasm, and drive whilst taking responsibility for their overall contribution to deliver the wider business objectives. Keeping our Colleagues Safe is at the heart of everything we do, and we are a business which has unique engineering capabilities, providing full lifecycle support for urban mobility, and vertical transportation.


Role and Responsibilities



Service monitoring process


Monitor call-out rate on jobs and resolve "sick units" on the different routes.


Monitor daily/weekly repeat calls to identify sick units and ensure resolution.


Verify if callbacks are chargeable or not based on the technician's opinion


Monitor units on shutdown report and assist in resolution to have these units placed back into operation promptly. Liaise with technicians, branch admin and procurement to ensure all measures are taken to minimize downtime


Manage technical teams to ensure all maintenance is being completed safely, timeously and to the prescribed/legislated standard


Monitor completion of the biannual and annual inspections completed by technicians. Ensure this is being done and recorded correctly



Service department assist process


Assist in solving more complex technical problems


Assist and travel to sites where technicians may be struggling with a call-out or repair


Assist with repairs if the technician is unable to complete the repair himself



Service sales and assessment process


Conduct project handover between construction and service departments


Assist Service Manager and Administrators with the preparation of quotations for repair work.


Conduct paid assessments and draft report of findings



Quality control and auditing process


Complete regular site visits to units on the service portfolio to monitor the quality of workmanship conducted by technicians


Monitor technician performance and recommend performance/disciplinary intervention to HR when required


Keep up to date with regulations/policies/procedures applicable to the maintenance and repair of the company's products. Make recommendations for upgrades in order to comply



Recommend training initiatives to improve service performance and customer satisfaction


Identify shortcomings and recommend improvements to the equipment/systems/policies that would result in better quality units and better service levels



Customer and subcontractor relationship management


Accountable for customer satisfaction and quality of service


Attend to difficult customer technical queries, technical reports or interventions when required


Accountable for subcontractor quality and service performance


Develops and maintains a cordial and professional relationship with the customers and subcontractors.


Thoroughly investigate and resolve all critical customer problems



People management/leadership


Accountable for people (service technician) development and well-being, and managing the performance of the team and individuals


Determines objectives, and plans as well as organizes, communicates, controls, and motivates the service team


Identifies field operative training needs and manages training plans


Ensure that all service technicians comply with safe work practices in accordance with OH&S standards



KPI


Performance measures:


Number of callouts reported monthly (pattern, increase or decrease in number)


Ensure a callout rate of 10% or less in your region


Noticeable improvement in service technician knowledge base and understanding (passed on from yourself). Measured by survey and reporting


Number of unresolved technician and customer complaints


Ensure not more than 1% of the units in your region are on shutdown. Attend to shutdown units are attended to immediately and put back into service within a maximum of 48 hrs.


Time taken to return units into service from shutdown

Qualifications

Matric


N6 Electrical


Trade tested lift mechanic


Lift inspector