Head Of Service

Zeiss; Gauteng; On-site; ZAR 60 000 - 100 000; Full time

Job summary

An established industry player is seeking a results-driven Service Manager with a strong background in customer relationship management and technical services. This role involves maintaining customer databases, providing technical support, and managing service revenue while ensuring high levels of customer satisfaction. The ideal candidate will possess excellent leadership skills and a strategic mindset, capable of driving team performance and enhancing service offerings. Join a dynamic team where your contributions will directly impact the company's success and growth in the market.

Qualifications

• 10+ years in service management, with 5+ years in managerial roles.
• Proven experience managing service revenue and customer relationships.

Responsibilities

• Maintain customer database and manage service schedules.
• Provide technical support and liaise with internal staff.
• Prepare budgets and manage pricing for technical services.

Skills

Customer Relationship Management

Project Management

Analytical Skills

Leadership

Communication Skills

Education

Grade 12 or equivalent

Bachelor's degree

MBA

Tools

Salesforce

SAP

Job description

Responsibilities

• Maintain the existing customer database.
• Prepare and estimate costs of work required.
• Provide technical support staff to sales personnel for exhibitions, demos, and shows.
• Offer and support the sale of Product Support Agreements (PSA).
• Liaise with internal staff and build relationships with customers.
• Handle client queries in oral and written forms.
• Update information on Salesforce and SAP.
• Manage and control costs related to technical service of product groups in line with company targets.
• Coordinate and control technical service schedules, reports, and product support agreements.
• Check, authorize, and monitor quotations and purchase orders (local and international) for spare parts.
• Control costs related to travel, entertainment, vehicle, communication, and other expenses within budget and company rules.
• Improve internal administrative and communication systems.
• Prepare budgets and forecasts.
• Provide ongoing, relevant, and timely feedback to top management.
• Determine and manage pricing and profit margins for technical services.
• Act as a product advocate and company ambassador.
• Develop team performance skills and cohesion.
• Manage CIC and develop service strategies to enhance customer satisfaction and profitability.
• Coordinate with PC Managers to develop service product offerings.
• Liaise with SBU service managers to implement service strategies and procedures.
• Oversee the service NPS process and implement improvement activities.
• Ensure the CPO process is followed.

Education

• Grade 12 or equivalent.
• Bachelor's degree; MBA preferred.

Experience

• Minimum of 10 years in service, with at least five years in managerial positions within a multinational company.
• Proven experience managing service revenue.
• Excellent English communication skills, both spoken and written.
• Traceable project management experience.

Knowledge, Skills, and Characteristics

• Strong command of English.
• Ability to build and maintain customer relationships.
• Ethical, strategic thinker, and proactive.
• Organized, assertive, methodical, and interpersonal skills.
• Leadership qualities to motivate teams.
• Analytical skills for sales and financial data reporting.
• Strong training, organizational, and team-building skills.
• Ability to work under pressure, problem-solve, and be self-motivated and flexible.

Additional Information

• Results-oriented with strategic and operational planning skills.
• Ability to analyze situations and creatively solve problems.
• Proven track record and ability to work independently.

Recruitment Contact

Maite Nomthandaso Nakana

Position: Director

Employment Type: Full-Time

Vacancy: 1