Head of Service

ZEISS; Randburg; On-site; ZAR 60,000 - 100,000; Full time

Job summary

Join an established industry player seeking a dynamic service director to lead their technical service team. In this pivotal role, you will oversee customer relationships, manage service revenue, and ensure the delivery of high-quality support agreements. Your strategic vision will help enhance customer satisfaction and profitability while fostering a collaborative team environment. This is an exciting opportunity to make a significant impact in a fast-paced, multinational setting, where your leadership and analytical skills will drive operational excellence and service innovation.

Qualifications

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

Responsibilities

• Maintain customer database and manage technical service schedules.
• Provide technical support and liaise with internal staff and customers.

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

The job description provides a comprehensive overview of the responsibilities and requirements for the role. However, it can be improved for clarity, consistency, and readability by restructuring some sections and correcting minor formatting issues. Here is a refined version:

Responsibilities:

1. Maintain the existing customer database.
2. Prepare and estimate costs of work required.
3. Provide technical support staff to sales personnel for exhibitions, demos, and shows.
4. Offer and support the sale of Product Support Agreements (PSA).
5. Liaise with internal staff and build relationships with customers.
6. Handle client queries in oral and written forms.
7. Update information on Salesforce and SAP.
8. Manage and control costs related to technical service of product groups in line with company targets.
9. Coordinate and control technical service schedules, reports, and product support agreements.
10. Check, authorize, and monitor quotations and purchase orders (local and international) for spare parts.
11. Control costs related to travel, entertainment, vehicle, communication, and other expenses within budget and company rules.
12. Improve internal administrative and communication systems.
13. Prepare budgets and forecasts.
14. Provide ongoing, relevant, and timely feedback to top management.
15. Determine and manage pricing and profit margins for technical services.
16. Act as a product advocate and company ambassador.
17. Develop team performance skills and cohesion.
18. Manage CIC and develop service strategies to enhance customer satisfaction and profitability.
19. Coordinate with PC Managers to develop service product offerings.
20. Liaise with SBU service managers to implement service strategies and procedures.
21. Oversee the service NPS process and implement improvement activities.
22. 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