About the position
Dynamic company based in Cape-Town seeks a Service Manager from industrial equipment sector
Requirements
- Trade-related qualification.
- Minimum 5 years’ experience in the forklift industry.
- Proven expertise in service management within the industrial equipment sector.
- Strong knowledge of company policies, procedures, and customer retention strategies.
- Proficiency in Microsoft programs.
- Solid background in capital equipment servicing at a senior management level.
- Decision-making ability with a balance of strategic and operational involvement.
- Excellent staff leadership and team management skills.
- Hands-on approach to service operations as required.
Role purpose
To lead the service department and drive operational excellence in the forklift industry. This role requires strong leadership, strategic planning, and customer-focused service management to ensure high-quality support and efficiency.
Key Responsibilities
Staff Leadership & Performance Management
- Develop and implement manpower structures to optimize departmental performance.
- Lead and motivate the service team towards achieving business goals.
- Define and communicate performance targets, measures, and outcomes to staff.
- Ensure effective communication strategies and staff engagement.
- Manage team performance through training, counselling, and corrective action.
- Oversee dispute resolution, grievances, and procedural changes.
- Implement and improve processes to enhance service efficiency and quality.
- Ensure compliance with HR, SHE, and QA policies.
Service & Project Execution
- Oversee product dispatch and delivery, ensuring timely corrective actions when needed.
- Monitor customer backorders and follow up on parts availability daily.
- Review service reports and job cards to identify additional work opportunities.
- Track, analyze, and report key customer service metrics.
- Conduct random inspections on serviced equipment to ensure quality and efficiency.
- Manage warranty claims and standby service requirements.
- Drive customer satisfaction through effective service and communication.
Business Strategy & Management
- Develop departmental business plans and budgets, ensuring alignment with company goals.
- Monitor performance targets, analyze variances, and implement corrective measures.
- Provide strategic insights and contribute to overall business development.
- Ensure accurate and timely submission of reports.
- Maintain industry-related pricing and competitive market awareness.
Desired Skills:
- Contract Manager
- service manager
- operations manager
