About the position
Job Purpose:
Our client based in centurion is seeking as Warranty and Service Manager to lead and enhance after-sales service operations by ensuring the accuracy of CRM data, optimizing service workflows, and maintaining high standards of customer satisfaction. This role supports warranty and inventory processes, resolves escalated service issues, and fosters strong relationships with service centres, retailers, and customers. The position also involves mentoring team members, driving process improvements, and contributing to the strategic growth of the service and parts network.
Responsibilities:
- Review, analyse and maintain CRM data accuracy and integrity
- Identify and resolve data inconsistencies, generating reports on service trends and KPIs
- Develop and implement strategies to improve CRM workflows and align with departmental goals
- Monitor warranty claims and service orders to ensure compliance with company policies
- Support inventory management, ensuring consistent quality and customer satisfaction
- Address escalated customer complaints and implement preventative measures
- Guide daily team activities to meet quality and process standards
- Mentor team members, providing technical support and fostering collaboration
- Encourage professional development and maintain team motivation
- Serve as the point of contact for escalated issues from service centres and customers
- Strengthen relationships with service centres, retailers and customers
- Assist the Parts and Service Manager in service network monitoring and expansion
- Analyse market trends, recommend process improvements and identify sales opportunities for spare parts and services
Requirements:
- Bachelor's degree or diploma in Business Administration, Customer Service, or a related technical field
- Certifications or training in CRM systems and leadership development
- Minimum of 2 years in plumbing, construction, or a related technical industry
- At least 5 years in after-sales or customer service environments
- Proven leadership experience in team management and process improvement
- Familiarity with warranty processing or technical support is preferred
- Proficiency in CRM systems and data management
- Strong analytical, problem-solving, and reporting skills
- Exceptional communication and interpersonal abilities
- Strong organizational and time-management capabilities
Desired Skills:
- warranty manager
- After-sales service
- Customer Service
- Plumbing
- Construction
- Technical Support
