Senior Services Coordinator

Job Description

Duties & Responsibilities :

Key performance areas:

Function Leadership:

Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
Manage subcontractors to ensure the business delivers customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
Maintain positive relationships with Asset Management Companies.
Responsible for the after-sales services function.
Reports into the Customer Liaison leader.
Establish and lead a high-performance services team measured by performance KPIs.
Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
Administer, finalize, and approve department costs such as overtime, travel & accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts.
Keep track of service tickets and recalls. Implement corrective action as needed.

Administration:

Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
Manage staff weekend stand-by schedule.
Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements.
Responsible for national ticketing and service performance of the service team.
Own and personally manage one region: Ticketing, schedule technician, process paperwork and close out tickets.
Ensure all tickets on the in-house system, is processed efficiently and accurately to closing off tickets on time for month-end deadlines.
Prepare and sign off customer quotes as needed.

Desired Experience & Qualification

The successful candidate must have:

Matric
Relevant tertiary qualification will be advantage.
At least 5 years relevant experience in the customer-service environment.
At least 3 years relevant experience in a supervisory/management role.
Refrigeration knowledge will be advantageous.
Computer literate – (Word, Excel, PowerPoint and Outlook)
Knowledge of Sage Evolution will be advantageous
Must be willing to work standby.
Must have good interpersonal skills.
Must have clear and professional articulation when answering customer calls.
Must be able to work in a team
Must have a positive attitude
Must have excellent time-management and problem-solving skills
Must be able to work under pressure
Excellent written and verbal communication skills (English)
Must have a valid driver’s license