Gauteng - Our client wishes to appoint a Service Operations Manager responsible for managing the department, maintaining good employee relations, and maintaining service records.
Minimum requirements for the role:
Tertiary Qualification in Logistics/Operations Management or Industrial Engineering would be advantageous.
Previous experience as a Service Advisor and exposure to the Medical Device Industry is advantageous.
Computer literacy is essential with basic working knowledge of Microsoft Office.
Previous CRM systems experience would be advantageous.
Excellent verbal and written communication skills are essential.
The successful candidate will be responsible for:
Managing and maintaining the profitability of the department while controlling expenses and maintaining customer satisfaction.
Supervising and hiring all service department personnel as well as monitoring their performance in servicing customers.
Managing the goals and objectives for the department including an annual operating budget and a marketing plan to promote new and repeat business.
Working closely with Service Team Coordinators to optimise service delivery to customers and the respective business units.
Encouraging Technicians to attend periodic technical training on new systems as well as working with the Technical Manager to identify skills shortages.
Keeping up to date on manufacturer warranty and policy procedures while serving as a Liaison with the Vendor Representatives.
Monitoring CRM work orders and cases and ensuring they are dealt with in a timely manner.
Monitoring and optimising the service division processes to ensure maximum efficiencies.
Maintaining the highest customer service index (CSI) rating from customers by handling customer complaints immediately and according to company policy.
Ensuring that the service department complies with the new medical device regulation requirements.
Salary package, including benefits, is negotiable depending on experience.