Senior service coordinator
Somerset West, Western Cape
R 300000 ZA Per annum
Reference:9293 SJ
Consultant: Sone Johnson
Job Description:
Responsible for the after-sales services function.
Reports into the Customer Liaison leader.
Establish and lead a high-performance services team measured by performance KPIs.
Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
Administer, finalise, and approve department costs such as overtime, travel & accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or
Employment Contracts.
Keep track of service tickets and recalls. Implement corrective action as needed.
Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
Manage subcontractors to ensure the business delivers customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
Maintain positive relationships with Asset Management Companies.
Responsible for national ticketing and service performance of the service team.
Own and personally manage one region: Ticketing, schedule technician, process paperwork and close out tickets.
Ensure all tickets on the in-house system, is processed efficiently and accurately to closing off tickets on time for month-end deadlines.
Prepare and sign off customer quotes as needed.
Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
Manage staff weekend stand-by schedule.
Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements.
Qualifications:
Minimum qualification Grade 12.
Relevant tertiary qualification will be advantage.
Refrigeration knowledge will be advantage. Applicants that work for a competitor will not be considered.
Minimum of 5 Years experience in a customer-service environment.
Minimum of 3 Years’ experience in a supervisory/management role.
IT knowledge and capability: Excel, Microsoft Word, Outlook, Power Point. Experience on Sage Evolution an advantage.
Willingness to work standby.
Excellent English communication capability. African language will be an advantage.
Good interpersonal skills.
Clear and professional articulation when answering customer calls.
Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile.
Positive attitude and ability to work against a deadline, solving problems pro-actively.
Able to work under pressure.
How to Apply:
Email your comprehensive CV [email protected].
If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
We reserve the right to only conduct interviews with candidates of choice.
Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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