Product Support M/F

The purpose of this position is to ensure best management practices are followed in all areas of responsibility regarding departmental procedures and actions, promoting a customer-oriented service, to implement and uphold actions in line with company strategic vision and to operate the department profitably according to set targets. To aid, support and manage the Field Service Teams and Controllers by ensuring best practice with quality and professionalism are always met to maintain customer satisfaction contributing to Profitable Operations.
With a revenue of over _8.3 billion, access to 45 of the 54 countries on the continent, and near to 23, 100 employees, we are a key player in mobility, infrastructure and energy, healthcare and, consumer goods, .
The Group partners with leading international brands and covers the entire value chain - imports, production and distribution- in line with the best international standards, drawing on over 170 years of hands-on knowledge and local expertise.
We pursue a twofold strategy, focusing on manufacturing to promote local production, and distribution through its distribution network, Africa's largest, to offer tailored, affordable products and services to people across the continent.

With Africa For Africa

More information: www.cfaogroup.com

* Overall responsibility to manage the team reporting to this position (manage team by means of continuous performance feedback, coaching and counselling to ensure ongoing improvement of performance, bi-annual performance appraisals per staff member, payroll information to be compiled and submitted timeously, monthly / weekly team meetings, achieving employee morale survey target, managing leave and absenteeism, implementing and driving HR practises in line with company strategic objectives, ensure effective inter-departmental and internal communication).
* To carry out routine maintenance checks as directed ensuring that all necessary service parts are available prior to attending customers site, all quoted work to be highlighted by liaison personally, with the customer.
* Proceed to customer's premises as advised, report to the customer's contact, locate equipment, diagnose fault, and once the fault has been diagnosed inform Service Coordinator and the customer of the approximate time of completion. Rectify any faults as required by the customer, ensuring that the machine is left operating in a safe condition, and that the work has been carried out to the customer's satisfaction.
* Technical assistance / coaching and on-the-job training to all Field Service Team members; overall responsibility to ensure quality of service (always ensure optimum response time and professional service, evaluation of technicians' training needs and ensuring lack of knowledge / skills are addressed).
* Sound financial management of team in line with budget and department strategic objectives (ensure all company policies and set targets are met in the following areas: work in progress, service scheduling, debtors, profitability of maintenance contracts, warranty claims processing, service agreement growth targets, service agreements profitability, labour recovery targets, team and department GP and contribution, management of overheads, managing debtors, perform service quality checks, vehicle (ASEC)and tool inspections, etc.).
* Ensure OHSACT requirements are met on own and customer premises and that all regulations are adhered to.
* Drive customer service excellence (build and develop strong, loyal relationships with internal and external customers, foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers, ensure internal and external CSI targets are met, etc.)
* Ensure team contributions are focused to grow department in line with company requirements.
* 70% of the field service team leader recoverable time must be driven by key performance areas as per job profile for administrative, management and planning functions.
* The 30 % must be spent with technicians that Service/Maintain & Repair Units at Customers sites by providing practical and Technical Support and assistance to the Field Service Teams.
* Conducting fleet assessment with mobile application
* Conducting customer visits with mobile application
* Customer service perceptions and satisfaction
* Profitability of service contracts including quality of machines
* Profitability of department
* Achieving Employee Morale Survey and Investors in People targets by promoting positive Team cohesiveness and motivation
* Accomplishing company strategic goals
* Technical Support to Field Service Technicians
* Carry out Senior Engineer Supervisory Reports to ensure Engineer standards and Competence
* Health & Safety compliance, Engineer appearance, Van cleanliness
* Lead person for mast removals/refits
* Health and Safety awareness in the field
* Promoting Tech Tier levels and achieving such Targets as set out by Business requirement Parameter settings on installation of equipment as and when required
* Sales Support on Demo's and Handovers for new equipment when required
* Aid with complex estimates, Off Hire checks, Damage Reports and present to customer.
* Assisting with Accident/Incident reports and investigations on site as and when required
* Reports for techs monthly appraisals and vehicle inspections
* Machines down time report
* Managing loss making machines and contracts
* Machine inspections for major repair/services
* Technician planning assistance with controllers
* Weekly Performance meetings with controllers and managing Job Cards for timeously processing in managing Open WIP Reports.
* Monthly customer meetings on performance and ways to help
* Assisting techs on technical problems and fault findings
* Call on new businesses for labour/parts/rentals
* Managing maintenance spend contracts and repairs done.
* Warranty processing and management ensuring timely submission and approval as set out in warranty policy.
* Ensuring Costs are managed for the Field Service Teams aligned to Departmental Budget

Desired Skills and Experience

* * Trade test, 5 years + industry experience, STEP 3 technical competencies will be an advantage
* Strong ability to manage, lead and coach a team; ability to plan, organise and control business activities and people for optimum productivity and efficiency
* Ability to negotiate on a win-win basis
* Highly developed communication skills with people at all levels in an organization
* Excellent customer service skills; ability to listen to, understand and resolve customer queries; sense of urgency
* Ability to plan, develop and implement strategic objectives in accordance with department goals
* Strong analytical ability
* Ability to grasp financial / numerical information, ability to interpret financial goals and implement actions to achieve team financial objectives
* Strong decision-making skills & ability to use initiative and assume responsibility
* Strong service management skills
* Consistent, visible and proactive leadership skills; ability to make decisions, take action and apply corrective measures when required
* Ability to build a positive team environment, to foster willingness among followers, to remove job related obstacles hindering growth and achievement
* Ability to manage change in a dynamic environment; Ability to adapt to and accept change, new ideas, new challenges
* Ability to grasp and interpret goals and vision and to communicate it / implement strategies effectively with evident improvement
* Working knowledge of OHSACT, ASEC & environmental legislation