Permanent - Service Supervisor - Pinetown - South Africa

Permanent - Service Supervisor - Pinetown - South Africa

Responsibilities:

1. Agree individual and team service targets with Branch Manager to deliver the Branch’s/Company’s business goals.
2. Supervise a team of service colleagues to achieve agreed individual and branch team targets; includes conducting regular reviews with each technician to direct performance against targets, including making appropriate interventions such as developmental initiatives or necessary disciplinary actions.
3. Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work allocated. New recruits must not work unsupervised until training is completed and competence is established.
4. Maintain accurate and adequate records to demonstrate training and competence assessment.
5. Participate in the support or re-training of personnel and training/retraining of customer personnel on technical matters and materials.
6. Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year) and remedial service field training as needed. Maintain accurate records of all coaching and training and conduct formal Technician Performance Assessments (TPA) at least once per year.
7. Analyse TPA results to identify competency gaps and arrange necessary training to ensure continual improvement in technician competency.
8. Ensure all relevant company policies and procedures are understood and adhered to by the service team, maintaining appropriate records of training/attendance.
9. Complete regular Supervisory Quality Assurance checks on client premises to ensure service quality and maintain good client relationships.
10. Manage the service team to ensure all customers are serviced on time and productivity targets are achieved.
11. Resolve all customer complaints professionally, ensuring customer satisfaction.
12. Actively participate in the business unit customer retention strategy by conducting regular customer account reviews.
13. Ensure technicians and the team maintain acceptable productivity levels, including planning and managing overtime and leave coverage.
14. Hold regular team meetings (minimum fortnightly) to ensure effective communication across the team and report on performances to the Branch Manager.
15. Be Health, Safety & Environmentally compliant, maintaining an environment that meets local standards and regulations.
16. Ensure the correct and approved tools and chemicals are issued and used safely in line with all Standard Operating Procedures.
17. Manage and maintain service data for accurate reporting and system information.
18. Be responsible for service costs and manage resources in line with business unit forecasts and targets.
19. Resource and asset management, including fleet, manpower, and stock. Identify and manage risks promptly and efficiently.
20. Spend 4 days a week in the field with service staff/customer-facing tasks to maintain morale.

Minimum Requirements:

1. 5 years Technician experience, with at least 3 years in a Senior Technician role.
2. Valid unendorsed Code 8/10 driver’s license.
3. Service industry experience.
4. Customer Management/CRM experience.
5. Food Safety Management experience.
6. Health & Safety experience – minimum of 2 years.