1 x Service Supervisor : Empangeni KZN Branch 17

To lead, coordinate, motivate and develop a team of service colleagues to provide world class services to our customers whilst ensuring achievement of all relevant service KEY PERFORMANCE INDICATORS (KPI’s). To intervene purposefully to optimise service performance with individuals, or the team, by taking timely and effective action when KPI’s are not being achieved or by identifying and then rolling out best practice when they are being exceeded.To deliver quality service in full compliance to Health, Safety & Environmental requirements in line with Company standards and expectations.

To facilitate overall customer retention by ensuring that excellent front line relationships are maintained with customers by:

• Assuring service quality by frequent site QUALITY ASSURANCE (QA) visits.
• Continually developing service colleague competency via frequent field coaching and subsequent performance feedback (Technician Performance Assessment (TPA).
• Developing and maintaining a positive high personal profile with our customers (including selected CUSTOMER CARE MANAGEMENT (CCM) / Tiered Customers).

KEY WORK OUTPUTS & ACCOUNTABILITIES

1. Agree individual and team service targets with Branch Manager in order to deliver the Branch’s / Company’s business goals. 

1. Supervise a team of service colleagues to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each technician to direct performance against targets including making appropriate interventions – such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective action is taken. 
2. Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them. Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established.
3. The Supervisor is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment – documented process)
4. Participate in the support or re-training of personnel – (service, sales and admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
5. Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues.  Maintain accurate records of all coaching and training.   Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
6. Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA. Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
7. Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. – keep appropriate and accurate records of training / attendance.
8. Complete regular Supervisory Quality Assurance checks on client’s premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships.  Formally record and report all QA visits on the system. Confirm Quantity – check KPI
9. Ensure that all customers are serviced on time by managing the service team to achieve & exceed their productivity targets.  Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.
10. Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers’ satisfaction is achieved. (CCM management). Evidence of competitor activity at the client should also be recorded and communicated to the Branch Manager and Sales Manager.
11. Customer Retention – actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews.  In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
12. Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI. 
13. Ensure effective and timely communication across the team by holding regular team meetings (minimum fortnightly).  Reporting on individual and team performances to the Branch Manager, regularly (minimum fortnightly)
14. The Supervisor must be Health, Safety & Environmentally centric and compliant – able to create and maintain an environment which meets local HS&E standards, regulations and requirements. 
15. Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment). 
16. Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises – in line with all Standard Operating Procedures and Safe Work Procedures. 
17. Ensure that all direct reports, and Technicians’ qualifications and registrations are relevant and valid at all times.  Encourage all technicians to further their studies and improve their qualifications.   Manage and administer records accordingly.
18. Manage and maintain service data – using all facilities, resources and reports available – to ensure accurate reporting, and system information (inputs and outputs).  Take the necessary action to correct data, and plan as required.  (iCABS / Progress)
19. Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets. 
20. Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.  
21. To spend 4 days a week in the field with service staff / customer facing tasks - fulfilling the above functions and maintaining a high level of morale.

SKILLS and COMPETENCIES

• Valid unendorsed Code 8/10 drivers licence. 
• Computer literate – Word, Excel, Powerpoint
• Excellent numeracy skills
• Service industry experience
• Customer Management / CRM experience.
• Food Safety Management
• Health & Safety –minimum of 2 years’ experience 
• HR / IR / ER knowledge / application

QUALIFICATIONS & EXPERIENCE

• Secondary education with at least Matric / or equivalent.  
• 5 years Technician experience of which at least 3 were in the role of Senior Technician
• Plus, qualified on internal systems:
• International auditing standardising. AIB; YUM; BRC
• A minimum of one additional specialist qualification