Johannesburg Service Centre Manager

Purpose Statement

To fulfill all Service Centre management functions related to operations and sales within a specified Service Centre, through effective identification and application of resources. To execute the company’s Service Centre sales strategy and customer service objectives.

Key Performance Areas (to translate into a measure of success)
Financial Management
Contract Management
Technical Acumen
Operations Management
Supplier Management
Sales and Customer Retention
Safety and Training
Leadership and Management
Main Outputs and Responsibilities for This Position
Performance Area

Responsibility
– Financial Management
– Full profit and loss responsibility for the Service Centre.
– Plan and execute an annual budget.
– Cash flow management, expense control.
– Actual vs budget analyses and reports.
– Ensure overall plan complies with Company Strategies.
– Implement and maintain a rolling forecast of income and expenses.
– Ensure legal compliance.
– Allocate resources for maximum return.
– Report to Regional General Manager monthly on performance and projections.
Contract Management – Support the Commercial team regarding FMCs and PMAs.
– Assist in drafting and compiling all necessary commercial contracts and SLAs, ensuring compliance with legal/statutory requirements.
– Ensure overall compliance with terms and conditions of contracts.
– Collaborate with internal departments to minimize contractual risks.
– Manage and resolve contract compliance issues.
– Assist with dispute resolutions as needed.
– Ensure approvals and documentation are maintained.
– Advise on queries related to contractual non-compliance.
– Manage a central repository for all customer contracts and monitor expiry dates.
Technical Acumen – Ensure FMCs and PMAs are planned to maintain and service all equipment according to manufacturer specifications.
– Assist with technical issues raised by the Service Centre.
– Conduct monthly customer site visits for quality assurance.
– Assist with technical assessments on machines.
Operational Management – Ensure safety of customer equipment on FMCs and PMAs according to manufacturer specifications.
– Maintain quality standards for equipment and vehicles.
– Ensure all equipment is serviced according to specifications.
– Maximize the use of company assets.
– Ensure all licensing and regulatory requirements are met.
– Build and maintain relationships with local suppliers for technical support.
– Manage services and customer breakdowns.
– Ensure adherence to company policies and procedures.
– Monitor all Service Centre operations and performance.
– Update Regional General Manager on key performance indicators.
Sales & Customer Service – Take overall responsibility for Customer Service Centre and maintain standards.
– Translate market needs into revenue opportunities.
– Maintain and grow the company’s market share profitably.
– Develop infrastructure to support revenue growth.
– Manage daily operations of the sales department.
– Implement training programs for sales staff.
– Ensure adherence to credit management criteria.
– Manage customer satisfaction and complaints.
– Maintain a regular call cycle with customers.
Safety & Training – Build procedures to ensure trainers have appropriate licenses.
– Set and meet annual training targets.
– Promote a culture of safety.
– Ensure equipment users have necessary skills and training.
– Document and store safety bulletins as per specifications.
Leadership and Management – Ensure employees have clear role descriptions and resources.
– Manage employee performance and create growth opportunities.
– Ensure compliance with key performance indicators.

Job Evaluation Criteria

Qualifications

Minimum:
– Matric and appropriate tertiary qualification.
– Experience
– Minimum of 5 years in Service Centre management.
– 5 years in operational management.
– 3 years in logistics and technical environments.
– Experience in managing a staff complement of at least 20 people.

Advantageous:
– Forklift industry experience and familiarity with ISO and H&S environments.
-Knowledge
– Quality Management
– Debtor Management
– Solution Selling
– Sales Management
– Financial Management
– Customer Service
– Rental Industry
– Knowledge of height machinery and equipment
– Industry-specific knowledge (e.g., mining, construction)
– OSHAS and safety regulations
– Relationship Management

Skills:

Administration
Leadership
Problem Solving
Conflict Management
Delegation
Selling
Negotiation
Decision Making
Planning and Coordination
Team Management
Judgment
Collaboration
Behavioral Competencies
Integrity
Creativity
Logical and Analytical Thinking
Interpersonal Skills
Resilience
Persuasiveness
Energy and Drive
Quality Orientation
Planning and Organizing