Workshop Operations & Team Leader - Industrial Machinery - Jet Park

A supplier of industrial machinery requires an experienced Workshop Operations and Team Leader in the aftermarket division.

Job purpose:

1. Manage, motivate and develop the service team members in order 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 and ensure that all parts are available before confirming dates with customers.
4. Actively monitor, manage and minimize work in progress (WIP).
5. Promote forward planning and ensure that all field service technicians are fully utilized.
6. Ensure that 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.
9. Ensure that all customer contact information and machine location information is updated and maintained in CCS to ensure high data quality of the installed base.
10. Take an active role in suggesting continuous improvements to workflow, work processes and procedures.
11. Ensure that the CCS system is always kept up to date, with all service activities (in warranty, out of warranty, and chargeable) including courtesy visits registered.
12. Follow up with technicians on daily progress and ensure that any problems are reported to the Managing Director.
13. Follow up with customers after each intervention and escalate customer concerns to the relevant internal personnel.
14. Identify staff training requirements and coordinate training activities for all service staff.
15. Ensure that all service plan and warranty administration is processed correctly and timely.

Minimum requirements:

1. Matric + Relevant trade qualification or similar by experience.
2. Proven supervisory skills.
3. Experience in production and/or service scheduling in a similar industry.
4. A working knowledge of MS Office programs, including Excel and MS Word.
5. Familiarity with a fast-paced, customer-focused environment.
6. Ability to manage multiple priorities with flexibility, a positive attitude, and a strong commitment to customer satisfaction.
7. After-hours on-call responsibility may be required from time to time.