Service Operations Team Leader Industrial Equipment

A leader in the industrial engineering and compressed air solutions sector, our client is known for delivering service excellence and innovation. They are seeking a dynamic and hands-on Service Operations Team Leader to coordinate and lead their field service function, with a strong focus on customer satisfaction, technician scheduling, and operational efficiency.

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 will 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, ensuring parts are available before confirming dates with customers.
4. Actively monitor, manage, and minimize work in progress (WIP).
5. Promote forward planning and ensure full utilization of all field service technicians.
6. Ensure all service orders are completed within the agreed time frame.
7. Provide regular updates to internal and external customers.
8. Confirm visit dates and inform customers of any possible delays or issues.
9. Maintain and update all customer contact information and machine location data in CCS to ensure high-quality installed base information.
10. Suggest continuous improvements to workflow, work processes, and procedures.
11. Keep the CCS system up to date with all service activities, including warranty, out-of-warranty, and chargeable services, as well as courtesy visits.
12. Follow up with technicians on daily progress and report any issues to the Managing Director.
13. Follow up with customers after each intervention and escalate concerns to relevant internal teams.
14. Identify staff training needs and coordinate training activities for all service staff.
15. Ensure accurate and timely processing of Service plans and warranty administration.

Requirements

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

Whats in it for you

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

Educational Qualifications:

A Grade 12 certificate and a relevant trade qualification or equivalent by experience.

Key Skills

Cement Plant, Account Payable, Bidding, Electrical Engineering, KPO, Architecture

Employment Type : Full-Time

Department / Functional Area: Manufacturing