Contracts Manager - Service - JHB

Introduction An exciting, yet challenging, permanent position has arisen within the Goscor Lift Truck Company, Johannesburg.

Duties & Responsibilities Staff leadership and performance management

Develop/implement departmental manpower structures and leads/direct departmental teams towards goal achievement. Develop/implement/communicate performance targets/ measures/ standards/ outcomes to staff. Implement communication strategies to ensure effective communication of relevant information and involvement of staff. Manage performance through counselling, training, and corrective action. Manage disputes/ grievances/ changes in accordance with procedures and accepted practices. Monitor processes and implement/maintain/improve procedures/systems to ensure effective and efficient process/variability control. Ensure implementation HR/SHE/QA policies and procedures. Manage contract profitability. Manage WIP via controllers – Follow up on Breakdowns, assist controllers Service handovers on new machine delivery with sales Follow up on load testing repairs Weekly vehicle checks Follow up on emails and WhatsApp’s

 

Project execution

Management of JHB maintenance contract profitability to set targets or beyond Management of revenue streams maintenance related Maximise excess hour recovery Manage load tests and ensure 100% compliance at all times Manage servicing of all equipment and ensure compliance at all times. Communicate for quoting on additional work required as applicable, from the job cards/service reports after every service and repair has been carried out Tracks analyse and report metrics or client service levels Ensure customer satisfaction Carry out random inspections on customer’s equipment after service and repairs have been completed – check up on technician work quality and difficult repairs Manage the quality of work in the field and maximise levels of customer satisfaction Monthly fleet reports where required Ensure compliance of support delivery and case resolution with stated service level agreements (SLA’s) Submitting weekly reports accurately and on time Servicing of maintenance and chargeable customers – Liaise with customers as required and ensure effective customer feedback communication processes. Liaise with customers as required and ensure effective customer feedback communication processes. Ensure systems and procedures are in place to document contractual issues and manage contractual documentation effectively and efficiently. Ensure variances in scope during project delivery are dealt with in accordance with an agreed procedure and company objectives are met. Lead and direct all the major contracts under the service of support area.

 

Business strategy/planning/budgeting

Coordinate development of departmental business plan and budget. Develop performance targets and monitors progress/takes corrective action where required. Receive monthly costs, analysis variances, reports against variances and takes corrective action. Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies.

Complete and submit reports as required.

Desired Experience & Qualification

A trade-related qualification. At least 5 years’ experience in forklift industry Firm knowledge of company policies and procedures Track record with customer retention and major accounts Appropriate Business Administration qualification. Computer literate – Microsoft programs A solid capital equipment servicing background with experience on senior management level. Must have experience in Service Management, working specifically on Industrial Equipment. Decision making ability. Ability to balance strategic and operational involvement. Strong staff management skills. Hands on approach as required.

Package & Remuneration Market Related