Job Description
Join a dynamic organization within the industrial and customer services sectors that is seeking an experienced Service Manager to lead their technical team and elevate service delivery standards. This role offers a strategic leadership opportunity for professionals passionate about operational excellence and customer satisfaction.
Where You'll Make an Impact:
Manage technicians' activities including service calls and job sheets
Schedule and oversee daily technical team operations
Coordinate with administrative staff to ensure seamless customer service
Handle customer complaints and technical reports effectively
Manage customer expectations for timely service delivery
Arrange spare parts and monitor stock levels
Conduct technician debriefings and oversee van stock management
Prepare and submit repair requests promptly
Negotiate and close service contracts to maximize profitability
Monitor competitor rates and staff productivity
Attend site meetings and plan installation projects
Oversee workshop repairs and vehicle fleet maintenance
Implement systems and procedures for continuous service improvement
Lead staff training in customer service and company policies
Maintain comprehensive documentation of all service activities
Ensure adherence to industry best practices and service levels
Monitor and respond to customer complaints and project deadlines
Write detailed technical reports for clients
Maintain office and site cleanliness and organisation
Procure local spares and innovate for project efficiency
Perform additional duties to ensure customer satisfaction and service excellence
Duties
Lead and coordinate the technical team's daily activities
Manage customer relations and resolve issues proactively
Oversee stock and spare parts management
Drive service contract negotiations and renewals
Ensure compliance with operational standards and safety regulations
Prepare reports and documentation for management review
Requirements
Minimum of 5 years of management and leadership experience in a technical or service environment
Strong customer-facing skills with excellent communication abilities
Technical knowledge and qualifications relevant to the industrial or related sectors
Proficiency in computer literacy, including Microsoft Office suite
Proven leadership and team management skills
Ability to negotiate and handle customer complaints effectively
Excellent report writing and documentation skills
Familiarity with the following:
Service and repair operations management
Inventory and stock control systems
Customer service best practices
Industrial sector standards and safety protocols
What We'll Give You:
Medical Aid Contribution
Provident Fund Contribution
Annual Bonuses and Performance Bonuses
Retirement Annuity options