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)