Service Team Leader at Anton Paar Southern Africa

Responsibilities and Functions:

• First contact person within the team (i.e. customer complaints, customer requests).
• Planning and Scheduling of maintenance work in conjunction with Customer Support Administration.
• Ensures an equal team workload and an effective resources planning. Note: the independent resource planning of each team member remains unaffected.
• Monitoring and ensuring that hours booked by Engineers for installations, maintenance and repairs are correct.
• Ensuring Engineers are using SOP’s for maintenance.
• Provides assistance during Service Engineer’s stock take.
• Evaluating Engineer’s Support Tickets with the intention of ensuring completion within the specified time frame.
• Coordinates all necessary express operations (maintenance, breakdowns, etc).
• Manages warranty, goodwill, and use loaner equipment.
• Responsible for CRM activities within the team including the processing time and data quality.
• Responsible for customer satisfaction survey according to the Corporate Service Standard.
• Maintain and evaluate training needs of the Service Engineers.
• Organizes and lead weekly team meetings on a regular basis. Minutes of meetings should be managed using Confluence (application).
• Carries out Customer visit together with each Service Engineer of the team.
• Conducts Tool box inspections on a regular basis.
• Provides technical support as and when required.
• Evaluating of technical reports (breakdowns) drafted by Service Engineers.
• Effectively Manage costs by ensuring efficient service planning.
• Informing Customer of Service delays.
• Prioritizes and schedules customer on-site visits.
• All customer interactions needs to be via CRM.

Requirements:

• Operational experience in a similar industry.
• Technical qualification (Electronical and or Instrumentation).
• Ability to work independently and responsibly within a small team.
• Strong interpersonal, communication and presentation skills.
• Must possess strong analytical problem-solving skills.
• Excellent verbal and written communication skills in English.