position reports directly to the Managing Director. This position is very cardinal
and critical in the operation and success of the Company.
To plan, organize, control and motivate the Service
Team consisting of Technical Engineers & IT personnel to meet projects’
Be accountable for profitability and provide a
service that meets customer expectations.
Control and motivate trained manpower to
ensure the operation of an effective, productive and efficient service team.
Plan and maintain regular monthly account
visits with the Customer Account Managers and/or administrators to discuss all
aspects of service performance; and continually explore with the customer,
methods of improving this performance.
Provide a technical, installation, repair and
maintenance service to customers and/or system users to meet their reliability,
availability, and escalation expectations within the company's product
performance standards and to monitor and maintain satisfaction levels.
Control spares and consumables usage to ensure
provision of satisfactory level of service to customers, at the same time
meeting material costs.
Continuously monitor Service and individual
performance and complete appraisals to ensure company standards are maintained
in all aspects of machine reliability, engineering skills, human relations
skills and personal administration.
Be accountable for the Service Revenue and
profitability via service margins, budgets controls, and non-equipment sales.
By interpreting data on specific accounts,
carry out quarterly or half yearly account reviews with the appropriate
customer contact and as necessary.
Manage work control to ensure a timely
professional service is offered to customers and that customer satisfaction is
Ensure all aspects of product launches follow
the Country Process to achieve quality installations.
Ensure that all machines in field are under
Maintain and update on a daily basis the
“machines in field” MIF list. And do a presentation monthly of the progress
done and monthly volume printed.
Put in place a system that allows access to
machines’ data remotely.
Ensure that installations of machines are
always done in appropriate areas.
Ensure that contract invoices are done in a
Ensure weekly that minimum stock level of
consumables is maintained
new clients to enroll on Service Management Solutions