Service Operations Team Leader – Industrial Equipment

Ann Swann Personnel; Johannesburg; On-site; ZAR 360 000 - 540 000; Full time

Job summary

A leading engineering company in Johannesburg seeks a service manager to oversee team operations, enhance customer satisfaction, and ensure efficient service delivery. This role offers the chance to lead a dedicated team and drive continuous improvement initiatives.

Benefits

Growth Potential

Variety in Role

Impactful Work

Qualifications

• Experience with service/production scheduling.
• Strong supervisory background in a technical service environment.

Responsibilities

• Manage and develop the service team for customer satisfaction.
• Handle customer service and repair requests efficiently.
• Monitor and minimize work in progress.

Skills

Customer Communication

Team Management

Operational Workflow

Education

Matric

Relevant Trade Qualification

Tools

MS Office

Excel

Job description

Role Overview

This role is ideal for a tech-savvy and service-driven professional who enjoys balancing team management, customer communication, and operational workflow.

You'll ensure technicians are efficiently deployed, customers are informed and supported, and service turnaround times are optimized.

Key Responsibilities

1. Manage, motivate, and develop the service team members to maximize customer satisfaction and operational efficiency.
2. Handle all customer service and repair requests, ensuring quick turnaround of quotations.
3. Oversee the planning and scheduling of all service interventions and ensure that all parts are available before confirming dates with customers.
4. Actively monitor, manage, and minimize work in progress (WIP).
5. Promote forward planning and ensure that all field service technicians are fully utilized.
6. Ensure all service orders are completed within the agreed time frame.
7. Provide regular updates to internal and external customers, confirming visit dates and informing customers of any possible changes.
8. Ensure customer contact information and machine location data are updated and maintained in CCS for high data quality.
9. Participate in continuous improvement initiatives for workflow, work processes, and procedures.
10. Keep the CCS system current, registering all service activities including warranty, out-of-warranty, and chargeable services, as well as courtesy visits.
11. Follow up with technicians on daily progress and report any issues to the Managing Director.
12. Follow up with customers after interventions, escalating concerns as needed.
13. Identify staff training needs and coordinate training activities for all service personnel.
14. Ensure timely and accurate processing of service plans and warranty administration.

Requirements

• Matric and a relevant trade qualification or equivalent experience.
• Strong supervisory and team coordination background, ideally within a technical service or industrial environment.
• Experience with service/production scheduling, MS Office (especially Excel), and customer liaison.
• Comfortable working in a high-paced, field-service-oriented setup.
• Occasional after-hours on-call availability may be required.

Whats in it for you?

• Join a respected leader in the engineering sector.
• Manage a proactive and dedicated team.
• Enjoy a role that offers variety, impact, and strong growth potential.

Educational Qualifications: A Grade 12, relevant trade qualification, or equivalent by experience.