Field Service Manager - Chloorkop, South Africa - Manitou Centres SA (Pty) Ltd

Manitou Centres SA (Pty) Ltd

Verified Company

Chloorkop, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

FIELD SERVICE MANAGER

MANITOU CENTRE JOHANNESBURG

GENERAL ACCOUNTABILITY:

Directly reporting to the General Manager - Centres, this position has the responsibility and accountability for managing the day-to-day Operations of the Manitou Centre Johannesburg Field Service Department.

Primarily responsible to coordinate all resources to ensure efficiency, effectiveness, and productivity as key KPI's to bolster profitability and ensure growth.

Also, to liaise with internal and external key stakeholders and customers to ensure work is delivered on time and to a high standard.

KPI's:
KPI - Work in Progress (WIP) Management

To reduce the Field Service WIP turnaround time from when a job card is opened to when it's invoiced.
To fully utilize the Evolve tool to manage WIP turnaround time on a daily, weekly and monthly basis.
Coordinate resources, (Operational and HR) schedules and activities to effectively manage jobs.
Responsible to quote for Repair Orders, Materials purchasing and Quality checks.
Ensure correct Job numbers are used and that labour records are kept up to date and are accurately captured on job cards.
In conjunction with the data capturer, daily updating on Easy Manager for services and maintenance of FML fleet, STR fleet and subscription units.

KPI - Effective Technician Utilization

Be accountable for job allocation and job flow scheduling in the Field Service including job scheduling and labour allocation for daytoday operations.
Ensure parts are ordered timeously and all outwork activities are planned to ensure that jobs are completed on time
Responsible for deployment of field service technicians
Manage overtime to an absolute minimum and within the labour regulations act.
Responsible to ensure ontime servicing and maintenance of the full maintenance fleet and Rental fleet including Subscription units.
Perform regular service vehicle inspections to ensure neatness, completeness and serviceability of vehicles and tools.
Responsible to compile and manage a standby schedule to always ensure an effective and available Field Service team.
Total Labour Hours Monthly: Measured with Absenteeism
Total Billable Labour Hours
Technician Efficiency planned labour hours vs actual labour hours used

KPI - Achieve Field Service Turnover as per 2023 Services Budget

Shorten the turnaround time from Job open to Invoice
Compile accurate estimates for customer consideration.
Ensure Aged WIP is managed and closed thereby not exceeding 90 days.

KPI - Customer Satisfaction

Respond to both internal and external clients' requests regarding updates on the status of their jobs and to keep the communication channels open to ensure information is accurate and regular.
Work with the General Manager to investigate customer complaints and concerns and suggest appropriate solutions and identify appropriate course of action to remedy situations.
Receive and review feedback from customers repair orders and follow up to ensure customer satisfaction.
Responsible for receiving customer calls per the standby phone for field service breakdowns during public holidays, company closure periods, which includes annual holiday closures.

KPI - Reporting

Report on daily, weekly monthly progress on each job and highlight delays or concerns with the General Manager to manage the risk.
New Jobs opened for the month (Order Intake vs Budget)
Closed Jobs for the month, and total billable in Rand Value (External vs Internal)
Rental Jobs, and rental machine condition status for the machines serviced.
Initiate Toolbox talks for the month.
Incidents for the month, near misses and investigations
Report on manpower overruns or shortfalls.
Report on backorder parts outstanding preventing the completion of jobs within prescribed time frame.

GENERAL DUTIES AND RESPONSIBILITIES:

Promote a Health and Safety culture within the Field Service Department.
Collaborate with various department within Manitou Centres to share information across the organization to build positive relationships and trust with customers and coworkers.
Carry out all tasks given in accordance with environmental, health and safety guidelines, provided by the company.
Carry out any reasonable workrelated instruction given by Management.
Carry out all tasks given in accordance with environmental, health and safety guidelines, provided by the company.
Staff Development and Training:
Skills transfer initiatives for the month
Training progress of staff.
New recruits, and review of performance levels

Team Management

Direct 8

EDUCATION:

Engineering Trade Qualification Preferably Diesel/ Petrol Mechanic or equivalent.
Suitable Occupational, Health and Safety qualification.
Management courses will be beneficial.
Project management will be beneficial.

EXPERIENCE: