Service Support Manager Level Global Grade 12

Key Outputs

• Lead and manage the service support function for the region.
• Manage warranty administration, service support processes and service governance.
• Support field service and workshop operations to achieve productivity and customer satisfaction targets.
• Drive service compliance, quality, WIP management and reporting.
• Manage and report on all key service deliverables, including all KPIs, attributes and safety
• Ensure all relevant policies procedures, and guidelines e.g. warranty, IEVM, quality checklists, etc are applied
• Utilise appropriate processes (SOR, service excellence, quality systems – ISO & contamination control, etc.) to regularly review and report on service operational team performance
• Utilise appropriate processes such as succession planning, PM & L&D to develop and grow team and self

Qualification, Experience and Competencies

• Qualified Artisan or Applicable Engineering Diploma / Degree
• Minimum 5 years management experience in the customer interface (managing a section or site)
• Basic management qualification
• Proficient in MS Project and other MS Office programs,
• Warranty and quality admin experience
• Willingness to travel
• Medically fit
• Code EB drivers’ licence

Key Responsibilities

• Achievement of a team environment that enables maximum productivity and profitability (includes management of HR value chain)
• Performance management of regional team
• Competency development of regional team
• Staffing and safety of regional team and environment
• Achievement of regional / value stream service team financial targets and key performance indicators (KPI’s)