Job description
Our client is seeking an experienced Service Manager to join the Port Elizabeth team. The successful candidate will be responsible for the entire Eastern Cape Region.
- Set and drive the Eastern Cape service operations plan across all regions and major client
- Ensure consistent service standards across East London, Port Elizabeth/Gqeberha, Mthatha
- Provide clear leadership to technicians, controllers and support staff.
- Work with branch and divisional managers to resolve regional service risks quickly
- Monitor technician productivity daily, including calls completed, travel time, repeat calls
- Drive the required calls-per-technician-per-day target by region and skill level.
- Identify underperforming technicians and implement corrective action
- Manage leave, standby, overtime, attendance, conduct and field professionalism
- Ensure technicians are allocated according to skill level, geography, urgency and machines
- Oversee call logging, dispatch, prioritization, escalation and closure discipline.
- Reduce calls older than agreed SLA thresholds and investigate root causes.
- Drive MTTR improvement, first-time-fix improvement and reduction of repeat failures.
- Own service recovery for at-risk clients, major complaints and critical production accounts
- Ensure proper escalation to suppliers where required.
- Own service operational performance against monthly gross profit and cost targets.
- Monitor parts cost, material cost, fuel, vehicle usage, overtime and excessive travel.
- Identify loss-making devices, contracts and clients and implement remediation plans.
- Recommend cost-saving, headcount, redeployment, courier, remote support
- Support annual budgeting, monthly forecasting and operational cost reviews.
Requirements
- Grade 12
- Relevant qualification in Business Management, Operations, Engineering, IT or a related field (preferred)
- Postgraduate qualification in business or operations management (advantageous)
- ITIL Foundation or practical service management experience (advantageous)
- Project management qualification or proven project delivery experience (advantageous)
- Power BI / reporting capability (advantageous)
- 8+ years in service operations, managed services, office automation or technical field service
- 5+ years in a service leadership role managing field technicians or multi-disciplinary service teams
- Managed Print Services, Office Automation, Production Print or technical equipment environment strongly preferred
- Proven experience managing service cost, productivity, SLA performance and client escalations
- Valid South African driver's licence (essential)
- Willingness and ability to travel across the Eastern Cape regularly
- Availability for critical after-hours escalations when required