Job Description

Job Number
71885



Job Type
Permanent



Job Title
Service Supervisor



Computer Skills
MS Office



Industry
Pest Control



City
Bloemfontein



Province
Free State






Reporting to Branch Manager/Senior Supervisor
Job Purpose:
To lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that they provide world class service to our customers, and overall optimization of branch service performance whilst complying with all internal and external policy and legislative regulations.
Principal Duties/Responsibilities:
1. Agree individual and team service targets with Branch Manager in order to deliver the Branchxe2x80x99s / Companyxe2x80x99s business goals.
2. Supervise a team of service colleagues to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each technician to direct performance against targets including making appropriate interventions xe2x80x93 such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective action is taken.
3. 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.
4. The Supervisor is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment xe2x80x93 documented process)
5. Participate in the support or re-training of personnel xe2x80x93 (service, sales and admin), as well as training / re-training of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
6. Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
7. Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA. Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
8. 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. xe2x80x93 keep appropriate and accurate records of training / attendance.
9. Complete regular Supervisory Quality Assurance checks on clientxe2x80x99s 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 xe2x80x93 check KPI
10. 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.
11. Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customersxe2x80x99 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.
12. Customer Retention xe2x80x93 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.
13. 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.
14. 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, with quarterly Technician Performance Assessments (TPA).
15. The Supervisor must be Health, Safety & Environmentally centric and compliant xe2x80x93 able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
16. 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).
17. 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 xe2x80x93 in line with all Standard Operating Procedures and Safe Work Procedures.
18. Ensure that all direct reports, and Techniciansxe2x80x99 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.
19. Manage and maintain service data xe2x80x93 using all facilities, resources and reports available xe2x80x93 to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and planning as required. (iCABS / Progress)
20. Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
21. 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.
22. Spend infield time with service staff / customer facing tasks - to maintain a high level of morale and quality


To apply immediately for this position click here: www.unique.co.za/candidate_registration_1.aspx?JobID=71885&referrer=Unique




Inherent Requirements


Qualifications and/or Experience:
Matric / or equivalent.


Pest Control Registration Number
Customer Management / CRM experience.
Food safety Management (I)
HR / IR / ER knowledge / application
Skills/Knowledge:
Full NCPC Certificate is preferred
Pest Guard; PNOL; iCABS; HACCP
Familiarity with recognised standard Pest Control Auditing Bodies
Fumigation recommended qualification
Termite recommended qualification
Woodborer recommended qualification - plus 5 years Technician experience of which at least 3 were in the role of Senior Technician
Valid unendorsed Code 08 /10 drivers licence.
Computer literate xe2x80x93 Word, excel, power point, other
Excellent planning and organisational skills
Excellent numeracy skills




What Qualification
Matric + Pest control registration number



Minimum Qualification
Matric



Status
Available