Responsible for managing the day-to-day operations of our service department. This role involves overseeing a team of Technicians and Dispatchers, ensuring high-quality service delivery, optimizing operational efficiency, and maintaining customer satisfaction.

KEY RESPONSIBILITIES:

• Team Management: Recruit, train, and supervise a team of service technicians. Provide ongoing coaching and performance evaluations.
• Service Operations: Oversee daily service operations with scheduling, dispatching, and managing service calls. Coordinate after-hours and emergency call-outs between Customers and Technicians.
• Customer Service: Address customer inquiries, concerns, and complaints promptly. Ensure high standards of customer satisfaction and service quality.
• Quality Control: Implement and monitor quality control measures to ensure compliance with industry standards and company policies.
• Equipment Maintenance Database: Compile service manuals, prepare online learning modules, and course materials for use by Service Technicians.
• Inventory Management: Oversee inventory of plumbing parts and supplies via regular scheduled Van-Stock checks. Ensure timely procurement and optimal stock levels.
• Safety: Implement and enforce safety protocols to ensure a safe working environment for all team members.
• Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness in service delivery, keeping abreast of modern improvements in the industry.
• Communication: Liaise frequently with the Managing Director to provide feedback about the Service Department and Training schedules.