Service Operations Team Leader â Industrial Equipment

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 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. Ensure regular updates to internal and external customers.
8. Confirm visit dates and inform customers of any possible changes.
9. Ensure that all customer contact information and machine location information is updated and maintained in CCS, to ensure installed base information of a high data quality.
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. Ensure 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, escalating 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.

Requirements

1. Matric and a relevant trade qualification (or equivalent by experience).
2. Strong supervisory and team coordination background, 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.

What's 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, relevant trade qualification or similar by experience.