Head of Service

ZEISS Group; Randburg; On-site; ZAR 600,000 - 1,000,000; Full time

Job summary

Join a forward-thinking company as a Service Manager, where your extensive experience in service management will shine. In this dynamic role, you will maintain customer databases, provide technical support, and develop strategies to enhance customer satisfaction and profitability. You will be responsible for managing service revenue, coordinating with internal teams, and ensuring the successful implementation of service strategies. This position offers a unique opportunity to lead a talented team while fostering strong relationships with clients. If you are passionate about service excellence and possess strong leadership skills, this is the perfect opportunity for you.

Qualifications

• 10+ years in service with 5+ years in managerial roles.
• Excellent command of English, both written and spoken.
• Experience in managing service revenue in a multinational.

Responsibilities

• Maintain customer database and provide technical support.
• Manage costs related to technical service and prepare budgets.
• Build relationships with customers and improve service strategies.

Skills

English Communication Skills

Project Management

Customer Relationship Management

Strategic Thinking

Problem-Solving Skills

Interpersonal Skills

Leadership

Flexibility

Education

Grade 12

Bachelor's Degree

MBA Preferred

Tools

SalesForce

SAP

Job description

Responsibilities:

1. Maintaining of existing customer database
2. Preparation and estimation of costs of work required
3. Provision of technical support staff to sales personnel for exhibitions/demos/shows
4. Offering and supporting the sale of Product Support Agreements (PSA)
5. Liaison with the company’s internal staff
6. Build relationships with customers
7. Handle client queries in oral and/or written form
8. Update information on SalesForce and SAP
9. Management and control of costs directly related to the technical service of product groups in accordance with company targets
10. Coordination and control of technical service schedules, reports, and Product Support Agreements
11. Checking, authorizing, and monitoring quotations and purchase orders (local/international) for spare parts
12. Control of costs: travel, entertainment, vehicle, communication, special and others in accordance with budgeted figures and company rules
13. Improving internal administrative and communicative systems flow
14. Preparing all budget and forecasting requirements
15. Providing continuous, relevant, and timely feedback to Top Management
16. Determination and management of pricing and profit margins for technical Services
17. Being a product advocate and company ambassador
18. Development of team performance skills and cohesion
19. Manage CIC
20. Develop and drive service strategies and their implementation towards improved customer satisfaction and profitability
21. Work with PC Managers to co-ordinate and develop service product offerings
22. Liaise with SBU service managers to adjust and implement SBU service strategies and procedures
23. Take responsibility for the service NPS process and create improvement activities as required
24. Ensure CPO process is implemented and followed

Education:

1. Grade 12
2. Bachelor's degree
3. MBA preferred

Experience:

1. Minimum of 10 years experience in service and at least five years of managerial positions
2. Solid and traceable experience on managing service revenue in a multinational company
3. Excellent English communication skills including spoken English
4. Traceable project management experience

Knowledge / Skills / Other characteristics:

1. Good command of the English language (written and oral)
2. Willingness to work with specialists in a professional manner
3. Ability to build relationships with customers
4. Ethical
5. Strategic thinking
6. Work unsupervised
7. Showing initiative
8. Ability to organise/prioritize
9. Assertive
10. Methodical
11. Strong interpersonal skills
12. Supervisory techniques
13. Results-oriented
14. Strategic and operational planning, and program implementation
15. Quality improvement and program assessment
16. Assessing situations/problems and logically and creatively finding solutions
17. Applying leadership to keep the team motivated
18. Analyzing and reporting sales financial data
19. Strong training and organization skills
20. Team building
21. Responsible
22. Proven track record
23. Ability to work under pressure
24. Problem-solving skills
25. Self-motivated
26. Flexible

Your ZEISS Recruiting Team: Maite Nomthandaso Nakana