Field Service Team Leader M / F

Groupe Cfao; Pietermaritzburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An established industry player is seeking a Field Service Team Leader to drive customer service excellence and manage a dedicated team. In this pivotal role, you will ensure best management practices are followed while promoting a customer-oriented service. Your responsibilities will include managing team performance, conducting appraisals, and ensuring all service parts are ready for customer visits. This position offers a unique opportunity to develop strong relationships with both internal and external customers while operating within strategic objectives. If you possess a passion for leadership and technical service, this role is perfect for you.

Qualifications

• Experience in managing teams and providing performance feedback.
• Strong customer service orientation and technical assistance skills.

Responsibilities

• Manage team performance and conduct appraisals for continuous improvement.
• Ensure effective communication and customer service excellence.
• Perform routine maintenance checks and provide technical support.

Skills

Team Management

Customer Service

Technical Assistance

Performance Management

Communication Skills

Job description

Technical & Services - Parts and / or Services

Position Title: Field Service Team Leader M / F

Contract: Full-time

Purpose: The purpose of this position is to ensure best management practices are followed in all areas of responsibility regarding departmental procedures and actions, promoting a customer-oriented service, to implement and uphold actions in line with company strategic vision and to operate the department profitably according to set targets.

Responsibilities: To perform this job successfully, the appointed individual must be able to perform each essential duty / key performance area satisfactorily. This list of key performance areas is not exhaustive and may be changed / supplemented to accommodate business needs from time to time:

1. Overall responsibility to manage the team reporting to this position, including continuous performance feedback, coaching, and counselling to ensure ongoing improvement of performance.
2. Conduct bi-annual performance appraisals per staff member, compile and submit payroll information timeously, and hold monthly / weekly team meetings.
3. Achieve employee morale survey targets, manage leave and absenteeism, and implement HR practices in line with company strategic objectives.
4. Ensure effective inter-departmental and internal communication.
5. Carry out routine maintenance checks and ensure all necessary service parts are available prior to attending customer sites.
6. Proceed to customer's premises, report to the customer's contact, diagnose faults, and inform the Service Coordinator and customer of the approximate time of completion.
7. Rectify any faults as required by the customer, ensuring that the machine is left operating safely and that the work has been carried out to the customer's satisfaction.
8. Provide technical assistance, coaching, and on-the-job training to all Field Service Team members, ensuring quality of service.
9. Manage finances of the team in line with budget and department strategic objectives, ensuring all company policies and set targets are met.
10. Ensure OHSACT requirements are met on own and customer premises.
11. Drive customer service excellence by building and developing strong relationships with internal and external customers.
12. Provide scheduled (monthly, weekly, and daily) ad-hoc reports as requested by the department manager.

Job Location: Africa, South Africa