Purpose of the Role

The function is responsible for the management of the workshop to ensure superior service delivery

Key Performance Areas

• Manage the branch workshop to the annual business plan and monitor all appropriate business metrics including branch balanced scorecards, profit and loss metrics, and asset metrics  
• Develop service plans, customer support plans and integrated service solutions to address changing key account customer service needs  
• Develop service management / advisor capacity and capability to improve repair event cycle times and quality of repairs  
• Define standardised service processes and procedures to control call-out, job initiation, quoting, works orders, costing, invoicing, accurate service records and ensure procedure compliance  
• Maintaining customer relationships relating to service delivery and processes to standards and procedure compliance 
• Manage working capital with dedicated focus on debtors, stock and WIP aging  
• Manages warranty submissions and rejections, develop an understanding of repetitive warranty issues and provides feedback to the technical department to ensure product and service improvement. Review and adjust service labour rates for own entity operations  
• Manage implementation of the DMS system to improve quoting, allocation of time, measurement of productivity and tracking of work in progress  
• Improve service productivity through implementation of auditable service & repair control procedures  
• Improve service intervention efficiencies through implementation of service operation reports and control processes  
• Ensure continuous improvement of service workmanship through electronic repair manual procedure compliance, comeback committee investigation findings, quality control processes and corrective actions  
• Review external and internal audit / assessment reports and implement corrective action relating basic workshop, special tooling and safety equipment  
• Perform quarterly service plan and maintenance contract reviews, manage service providers and key customer relationships  
• Develop team objectives, scorecards, work plans, technical activities and development plans  
• Perform team and individual performance reviews, implement, and monitor corrective and development action plans 
• Maintain a safe working environment (according to safety policy and procedures) 
• Adherence to any reasonable instruction 

Qualification, Experience and Competencies

Minimum Qualification

• Qualified Tractor Mechanic

Minimum Experience

• 5-7 Years working experience in a similar role  
• Agriculture industry, market segment and network distribution management experience 
• Mechanisation equipment application experience

Competencies

• Technical, service management and key account management experience 
• Experience with systems, policies & procedures 
• Business planning process management experience 
• Product & technical knowledge 
• Report writing & presentation skills 
• Business administration & supervision skills 
• Computer literacy 
• System & program knowledge / use 
• Teamwork 
• Leadership
• Self-motivated 
• Innovative & assertive 
• Passion for brand and product 
• Passion for customer service excellence 
• Attention to detail and follow-up on deadlines