Aftermarket Team Leader

Ingenious personnel; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a dedicated team leader to manage field service operations, ensuring top-notch customer service and adherence to best practices. This role involves overseeing a skilled team, conducting performance evaluations, and driving departmental profitability. You will be responsible for maintaining high standards of service delivery, compliance with regulations, and fostering strong customer relationships. If you have a passion for leadership and a commitment to excellence, this opportunity offers a chance to make a significant impact in a dynamic environment.

Qualifications

• 5+ years of experience in servicing and maintaining industrial batteries.
• Strong leadership and customer service skills are essential.

Responsibilities

• Manage and support the team, ensuring quality and customer satisfaction.
• Drive customer service excellence and expand the aftermarket customer base.

Skills

Leadership Skills

Customer Service Skills

Analytical Skills

Communication Skills

Negotiation Skills

Decision-Making Skills

Proactive Leadership

Adaptability

Education

Relevant qualification in batteries and chargers

Red Seal Petrol, Diesel or Earthmoving Certificate

Job description

The purpose of this role is to ensure that departmental procedures align with best management practices, promote customer-focused service, and support the company’s strategic goals. The role involves managing the Field Service, Workshop, and site-based teams, ensuring quality, professionalism, and customer satisfaction, while contributing to the department's profitability and achieving set targets.

Key responsibilities are not limited to:

1. Manage and support the team, providing continuous performance feedback, coaching, and bi-annual appraisals to improve performance. Handle payroll, team meetings, employee morale, leave, absenteeism, and ensure HR practices align with company objectives.
2. Ensure routine maintenance checks are performed, with necessary service parts available before visiting customers. Liaise with customers about quoted work.
3. Visit customer sites, diagnose faults, inform the Service Coordinator and customer of the estimated completion time, and ensure the machine is safely repaired to the customer’s satisfaction.
4. Provide technical assistance and coaching to Field Service Team members, ensuring quality service and addressing training needs.
5. Manage the team’s financial performance, meeting budget and department objectives in areas like work progress, service scheduling, profitability of contracts, warranty claims, and labor recovery.
6. Ensure compliance with OHSACT regulations on customer premises and internal sites.
7. Drive customer service excellence by building strong relationships and meeting internal and external customer satisfaction targets.
8. Focus the team’s efforts on growing the department in line with company goals.
9. Expand the aftermarket customer base by visiting current and potential customers for service or maintenance contracts.
10. Provide regular and ad-hoc reports as requested by the department manager, including data from Kerridge, Marketing, and Maintenance Leasing.
11. Keep the controller/manager informed of team activities and work progress to help plan and update customers.
12. Maintain the team’s vehicle, tools, and spares, ensuring they are clean, stocked, and meet ASEC standards.
13. Ensure completed job cards are sent to the service office promptly.
14. Support the sales team with customer handovers for new deliveries.

Must have qualifications:

1. Relevant qualification in batteries and chargers.
2. Red Seal Petrol, Diesel or Earthmoving Certificate.
3. 5+ years of experience in servicing, maintaining, and repairing industrial batteries and chargers.
4. Strong leadership skills with the ability to manage, coach, and optimize team performance.
5. Skilled negotiator with a win-win approach.
6. Excellent communication skills at all levels of the organization.
7. Exceptional customer service skills, with the ability to resolve queries quickly and effectively.
8. Ability to plan and implement strategic objectives aligned with department goals.
9. Strong analytical skills.
10. Ability to understand and apply financial and numerical data to achieve financial goals.
11. Sound decision-making skills and initiative in taking responsibility.
12. Strong service management skills.
13. Proactive leadership, with the ability to make decisions, take action, and implement corrective measures.
14. Ability to create a positive team environment and overcome obstacles to achieve growth.
15. Adaptability to change and new challenges.
16. Ability to understand and implement goals and strategies effectively.
17. Knowledge of OHSACT, ASEC, and environmental regulations.