Service Manager

The Manager leads service department’s operations by coordinating staff work schedules, and address customer service inquiries. Monitor performance metrics, provide training and support to staff to enhance customer satisfaction and business growth through continuous improvement initiatives.

JOB DESCRIPTION

Job Summary

The Service Manager oversees daily operations, ensuring efficient workflow and high-quality service. They coordinate schedules, manage a team of technicians, and handle customer inquiries and complaints. They are responsible to liaise with the parts manager to ensure adequate inventory of standard parts together with special ordering of parts. They also develop and implement policies and procedures to improve service delivery. Additionally, they monitor performance metrics, provide training and support to staff, and ensure compliance with safety regulations. Financial duties include cost control, reporting and collection for all service work orders. They work to enhance customer satisfaction and drive business growth through strategic planning and continuous improvement initiatives.

Duties and Responsibilities

1. Develop service procedures, policies and standards.
2. Be courteous, pleasant and polite to all customers at all times.
3. Direct the daily operations of the Service staff. Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
4. Review all outstanding jobs daily providing assistance to technicians to resolved service work orders.
5. Ensure that all Technicians are meeting their daily quota of completed jobs.
6. Provide technical assistance to service technicians when necessary.
7. Escalate all unresolved service issues to management, documenting all steps taken to rectify the problem.
8. Keep accurate records and document customer service actions and discussions.
9. Take ownership of customers’ issues and follow problems through to resolution.
10. Ensure completion of required periodic employee performance reviews.
11. Initiate or suggest plans to motivate workers to achieve work goals.
12. Assist in the disciplinary or promotional recommendations required for all service staff.
13. Coordinate training sessions for Service staff.
14. Liaise with suppliers documenting outstanding work orders to rectify all unresolved service jobs.
15. Submit all warranty claims to Suppliers.
16. Submit weekly and monthly departmental reports.
17. Maintain a comprehensive log of all the company’s loaner appliances.
18. Utilize company’s software programs to access customer information as it relates to the service department.
19. Perform site visits with the technicians to obtain pictures and required information to provide comprehensive reports to the suppliers.
20. Maintain time-keep for employees under your supervision.
21. Perform other job related duties as assigned from time to time. 

Authorities

Personnel Authorities are in accordance with approved policies.

Relationships

1. Liaises internally with all members of the organisation.
2. Liaises externally with clients, suppliers and other approved stakeholders.

PERSON SPECIFICATIONS

Minimum Education and Qualifications

1. Three (3) A ‘Level / Cape subjects

2. Certification in Appliance Repair

3. Diploma in Management

Experience

1. Minimum of five (5) years customer service experience preferably within a leading corporate environment in  the Service Sector with a demonstrated track record of outstanding achievement

2. Technical knowledge of Appliance repair

NOTE: A combination of qualifications and experience will be considered on an individual basis

Skills

1. Excellent interpersonal and communication skills.
2. Sound knowledge of appliance repairs.
3. Working knowledge of appropriate computer software packages.

Personal Attributes