Services Manager International Capital Equipment and materials handling company now seeks a Services and After Sales manager Position Overview The Service Manager is responsible for the customer-focused and efficient operation of the operations service and after sales department. The service manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales objectives and maintaining service and after sales records. The Service Manager is responsible for ensuring a customer experience that meets or exceeds the customer satisfaction and for monitoring and improving customer satisfaction. The service manager also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department. This role will encompass all areas of the business. Who Would I Interact With? This position interacts daily with Customers, Service Advisors, Technicians, Parts Associates, Parts Managers, Sales Managers and other stake holders, just to name a few. What are the day-to-day responsibilities? Assist all subordinate service and sales personnel in all phases of their job descriptions Deeply involved in all after sales and maintenance issues Assist and manager all leasing processes and engagements Work with the parts department as appropriate to ensure proper stocking of high use parts Collect accounts receivable for service work Obtain competitive bids on all equipment, repairs and supplies. Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately Quality check completed jobs Ensure that all the necessary equipment is in proper working condition Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly Ensure that proper service sales techniques are being used Meet with Deputy CEO, Operations Manager and general managers regularly to review current service department performance, set future performance objectives, promotional activities or any other matters Communicate with customers before issues arise and get involved in escalated customer issues Maintain accurate records and insure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals Maintain the highest possible standards of workmanship, advise technicians of service standards Establish and maintain a good working relationship with customers to encourage repeat referral business Assure proper repair order flow to satisfy warranty/dealership/business office requirements Maintain reporting systems required by general manager, company and manufacturer Assist in development of annual service budget for use in connection with annual sales forecast What are the requirements for this job? A university degree or equivalent qualification Five years of experience in a Services Manager role at a Materials Handling/ Capital Equipment company You should come from a technical background You must have strong management experience and people skills At least two of management experience You must have a strong appreciation and attention to detail Excellent verbal and written communication and interpersonal skills Proficient knowledge of after sales systems, maintenance contracts and leasing agreements Demonstrated customer service skills Ideally, you have strong experience working with Earth moving equipment or Machinery/ Materials handling Location Johannesburg Job Type Full Time Salary 800,000 per year Address 377 Rivonia Boulevard Rivonia South Africa 2128 Phone: 0027110580892 emergingsc
Posted on: Tue, 20 Jan 2015 19:50:26 +0000
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