Aftermarket Operations Team Leader

Reports To : Aftermarket Manager Subordinate Position : Service Technicians, Service Administrator Main Responsibilities or Functions of Job: Manage, motivate and develop the service team members in order to maximize customer satisfaction and operational efficiency. Handle all customer service and repair requests, ensure quick turnaround of quotations. Oversee the planning and scheduling of all service interventions and ensure that all parts are available before confirming dates with customers. Actively monitor, manage and minimize work in progress (WIP). Promote forward planning and ensure that all field service technicians are fully utilized. Ensure that all service orders are completed within the agreed time frame. Ensure regular updates to internal and external customers. Confirm visit dates and inform customers of any possible delays. Ensure that all customer contact information and machine location information is updated and maintained in CCS, to ensure installed base information of a high data quality. Take an active role in suggesting continuous improvements to workflow, work processes and procedures. Ensure that the CCS system is always kept up to date, all service activities (in warranty, out of warranty and chargeable) including courtesy visits are registered. Ensure follow up with technicians on daily progress and ensure that any problems are reported to the Managing Director. Follow up with customers after each intervention, escalate customer concerns to the relevant internal people. Identify staff training requirements and co-ordinate training activities for all service staff. Ensure that all Service plan and warranty administration is processed correctly and timeously. Ideal candidate: Service technician with compressor experience, this is extremely important (preferably a qualified artisan: Fitter or Mill-Wright) A more senior individual with team lead experience (foreman, lead Technician, supervisor or similar) Required Skills and Capabilities Proven Supervisory skills Experience in Production- and/or Service scheduling in a similar industry. A working knowledge of MS Office programs, including Excel and MS Word. Be familiar with a fast-paced customer focused environment. To ensure an efficient and profitable service process is in place to meet customer service expectations. Must be able to manage multiple priorities with flexibility, a positive attitude and strong commitment to customer satisfaction. After hours on-call responsibility may be required from time to time Educational Requirements: A Grade 12, relevant trade qualification or similar by experience.

Location: Ekurhuleni, ZA

Posted Date: 2/8/2025