Job overview

This position reports directly to the Managing Director. This position is very cardinal and critical in the operation and success of the Company.

Job purpose

-          To plan, organize, control and motivate the Service Team consisting of Technical Engineers & IT personnel to meet projects’ target.

-          Be accountable for profitability and provide a service that meets customer expectations.

Responsibilities

-          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 achieved.

-          Ensure all aspects of product launches follow the Country Process to achieve quality installations.

-          Ensure that all machines in field are under service contracts.

-          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 timely manner

-          Ensure weekly that minimum stock level of consumables is maintained

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