[ref. j83823322] Service Operations Team Leader – Industrial Equipment

Role Overview

This role is ideal for a tech-savvy and service-driven professional who enjoys balancing team management, customer communication, and operational workflow. Youll ensure technicians are efficiently deployed, customers are informed and supported, and service turnaround times are optimised.

• 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
• 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.

• Matric and a relevant trade qualification (or equivalent by experience).
• Strong supervisory and team coordination background, ideally within a technical service or industrial environment.
• Experience with service/production scheduling, MS Office (especially Excel), and customer liaison.
• Comfortable working in a high-paced, field-service-oriented setup.
• Occasional after-hours on-call availability may be required.

• Join a respected leader in the engineering sector.
• Manage a proactive and dedicated team.
• Enjoy a role that offers variety, impact, and strong growth potential.

Educational Qualifications: A Grade 12, relevant trade qualification or similar by experience.