Requirements
A vacancy has arisen for Service Team Leader in our Kenya business, to be based in Mombasa.
The purpose of this role is to lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that we provide world class service to our customers, and overall optimization of branch service performance whilst complying with all internal and external policy and legislative regulations.
Reporting to the Branch Manager, you will be accountable for delivering targeted performance within the branch, by way of direct support, perfomance review of and supervision of the assigned team of service technicians, supervisors, service planners, QAs, and management of the allocated portfolio of clients. You will be charged with team leadership to ensure that team efforts are geared towards achievement of the branch KPIs.
Your day-to-day responsibilities will include:
Agree individual and service team targets with Branch Manager in order to deliver the Branch’s / Company’s business goals.
Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report 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.
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. Maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment – documented process)
Participate in the support or re-training of personnel – (service, sales, QA & 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.
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.
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.
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.
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
Ensure that all customers are serviced on time by managing the Service Programmers and 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.
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 level should also be recorded and communicated to the Branch Manager..
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
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.
Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).
The Team Leader must be Health, Safety & Environmentally centric and compliant – able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
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 as applicable).
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.
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.
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 planning as required. (iCABS / Progress)
Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
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.
Spend infield time with service staff / customer facing tasks – to maintain a high level of morale and quality
Undertake ad-hoc responsibilities as required
Do you have what it takes? If you want to be considered for this role you will need:
Relevant Tertiary Education advantageous in a business field
Proficient in English & Swahili – written and spoken
Related leadership experience
Leaderships skills
Customer Care experience
Numerical acumen
Computer literate
Integrity/reliability
Strong negotiation skills
Persuasive
Strong ownership & responsiveness
High energy levels (action orientated)
Self confident/assertive/passionate
Problem solving skills/solution driven
Strong demonstration of the values of service, relationships and teamwork
Be self- motivated and display a high energy level
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels
Apply via :
apply.workable.com
