Job Description

VACANCY: Durban Service Centre Supervisor
We currently have an opening for a Supervisor position at our Durban Service Centre.
Overall purpose of the job: This position will be responsible to lead and oversee the efficient operation of the BCE Durban service centre, ensuring exceptional customer service, high-quality repairs and timely job completion.
Duties And Responsibilities Will Include, But Will Not Be Limited To:

• Provide expert technical support to internal and external customers, diagnosing issues and offering solutions.
• Ensure technicians complete all jobs within the designated time frame, optimising workflow and maintaining service centre productivity.
• Responsible for job allocation and job flow in the service centre, including job scheduling.
• Engage in thorough troubleshooting and assist technicians and customers with solutions
• Training and coaching of technicians.
• Offer suggestions for the performance evaluation of technicians.
• Ensure quality checks are performed on all repaired equipment, maintaining the highest standards of service.
• Provide comprehensive and accurate reports on diagnosis, assessment of component/part, failures, observations, actions, and recommendations.
• Ensure the adequate maintenance of tools, equipment and other materials in the Service Centre.
• Ensure that all OHS procedures are followed and that all tools and equipment is handled with proficiency and with the necessary respect
• Respond to customer requests for updates on the status of their jobs and keep the communication channels open to ensure information is accurate and customer satisfaction is achieved.
• Assist with administrative tasks related to job cards, call-outs, and customer communication, maintaining accurate records.
• Repair or replace broken or malfunctioning components of machinery or equipment.
• Disassemble machinery or equipment to remove parts and make repairs.
• Observe and test the operation of machinery or equipment and diagnose malfunctions, using voltmeters and other testing devices.
• Reassemble equipment after completion of inspections, testing, or repairs.
• Clean, lubricate, or adjust parts, equipment, or machinery.
• Examine parts for defects, such as breakage or excessive wear.
• Test newly repaired machinery or equipment to verify the adequacy of repairs.
• Provide comprehensive and accurate reports on diagnosis, assessment of component/part, failures, observations, actions, and recommendations.
• Record parts or materials used and order or requisition new parts or materials as necessary.
• Ensure excellence in customer service delivery through meticulously following procedures/processes.
• Ensure the correct documentation is in place and accurately completed before repairs are done.
• Work standby and overtime, when required to do so.
• Other duties as assigned.

Minimum Requirements:

• Grade 12
• Relevant technical qualification - electrical/mechanical
• Technical (workshop and repairs) experience of 3+ years which includes repairs, assembly of equipment, quotations on parts and the likes
• Drivers License
• PC literate (SAP, Excel, Word, e-mail)

Skills:

• Strong interpersonal skills
• Strong understanding of BCE equipment, with the ability to diagnose issues and provide solutions.
• Ability to work with people at various levels
• Excellent interpersonal and communication skills to motivate, coach, and delegate tasks to technicians.
• Demonstrate commitment to quality in all aspects of service delivery
• Good interpersonal, negotiation, customer relations and resources management skills
• Exceptional written and verbal communication skills to convey technical information clearly to bothinternal and external audiences.
• Team player and able to take control of a situation
• Identifies problems and implements solution

Knowledge:

• Knowledge of customer services
• Repair, testing and quoting on products received
• Maintaining of all tools and equipment
• Product application knowledge of catering equipment an advantage
• OHS Act knowledge

Skills Required