We are looking for a motivated, dynamic Service Manager to join our team based in Butterworth. Your responsibilities will be to manage and control the Service Department in a consistent manner to fulfil the Branch’s contractual obligations while operating within the confines of the service budget.
To help to achieve this, we will provide you with a competitive base salary, subsidized transport allowance, subsidized mobile phone, laptop and career opportunities. You will also be given full product training, with hands on assistance from the Branch Operations Manager and the Service Team.
In this role you will be responsible for:
- Driving sales revenue by hunting new business opportunities via leads and enquiries
- Identify customer needs and analyse their needs for upsell and cross sell opportunities
A. Service
- To ensure entire service team completes all monthly services. State of service completion of 100%
- To maintain accurate records of all service vehicles in the branch in relation to:
- To manage amp; control the Branch’s fleet of service vehicles in a cost effective manner, and without compromising on safety
- Ensure all new businesses and installations are completed within 5 working days from the date of service agreement/job confirmation
- Ensure each service team is route-ridden once every 3 months
- Plans, organizes and prioritizes workload effectively.
- To ensure a general compliance of work procedures in all hygiene services undertaken in the area to the guidelines stated in the company’s manuals and instructions
a. Renewal of road tax and Puspakom inspections
b. Maintenance of service vehicles
c. Repair costs
d. Fuel usage
e. Driver logs
f. Service tools and safety equipment register
B. Stocks
- To monitor proper stock issuance and returns on weekly basis for all service teams
- To ensure that the service equipment, drills, service tools and safety equipment used is appropriate and in good condition and sufficient quantity to support the branch service obligations
- To attend monthly stock take and regular vehicle stock audit
- To conduct monthly service amp; warehouse meeting
- Supports in ensuring the store in the branch is being managed and controlled efficiently (inclusive of used EFR)
C. Administration
- Ensure that all required stock return, reports and e-claims to the Head Office are prepared accurately, and dispatched promptly
- To conduct formal weekly and monthly meetings with supervisors and technicians. Monthly meeting minutes are required for all meetings
- To provide the Branch Operations Manager with status reports on a weekly basis covering:
a. State of Service c. Customer Issues
b. Supervisors’ issues d. Other issues
D. Staff Recruitment, Welfare amp; Development
- Recruit (subject to prior approval from the Branch Manager/Branch Operations Manager) for new Service Technicians/Service Lady
- Induct, train and manage service staff effectively
- Maintain a high level of morale amongst service staff
- Ensure that all staff has full understanding of the Company’s objectives and policies
Quality Assurance amp; Training
- Service training: To organize induction program for new technicians, maintain training records, to coordinate and participate as trainer for refresher training for service technicians and new staffs recruitment for all departments. Ensure a high level of competence in the required skills amongst service staff by providing continuing training and practical assistance amp; guidance in the field
- QA: To coordinate regular QC and to follow-up with specific client complaints where required. Develop good customer relationships through being knowledgeable about your work, and taking ownership of service problems
- OCS 224: Ensure that all customer complaints (callouts) are attended to within 24 hours without further escalation
- Supervisors Audits: Ensure that Service Supervisors duties are audited monthly
- Technicians Audits/TPA Assessment: Ensure each Service Technician is audited according to company requirement
- Service Audits: To carry out regular service audits of branches in all service area
- Supervisors KPI: To ensure all supervisors meet their monthly KPI
E. Health amp; Safety
The Service Manager is responsible for implementing the arrangements detailed in the health and safety management system and the safe systems of work.Specifically the Service Manager will:
- To understand and be aware of the requirement of Occupational Safety amp; Health Act 1994