The purpose of this position is to ensure that best management practices are consistently applied across all areas of operational responsibility, including procedures, systems, and day-to-day actions. The role is responsible for promoting and embedding a strong customer‑service orientated business.

This position will implement, monitor, and uphold initiatives aligned with the company’s strategic vision, while ensuring that the maintenance department is managed efficiently and profitably, in accordance with agreed budgets, performance targets, and operational standards.

Key Performance Areas:
(Essential Duties & Responsibilities)

Ensure the effective and sound management of the operations in line with approved budgets and the company’s strategic objectives, including:

Work in progress control

Service and repair scheduling

Roadside technician application

Quality of workmanship

Labour recovery performance

Profitability and performance of maintenance contracts

Maintenance department performance and profitability

 Achieve and maintain a minimum monthly labour recovery target of 50%.

Hold overall responsibility for delivering high-quality customer service, ensuring optimal response times and consistently professional service delivery.

Manage and lead technicians and apprentices, including effective planning, allocation, and monitoring of daily tasks and workloads.

Provide regular, accurate, and timeous feedback to the Operations Manager on operational performance, challenges, and corrective actions.

Compile and submit all weekly and monthly operational reports to the Operations Manager within agreed timelines.

Provide continuous updates to customers, including progress reporting on all activities conducted on customer sites.

Ensure that all technicians comply with administrative procedures, including job cards, time sheets, service reports, and related documentation.

Ensure full compliance with health and safety standards, policies, and statutory regulations at all times.

Conduct and oversee monthly fleet inspections

Provide technical support and guidance to technicians to maintain service quality and resolve complex issues efficiently.

Actively drive and promote customer service excellence across the maintenance team.

Required Minimum Knowledge, Skills Education / Training and Experience Requirement(s):

Trade test, 5 years + industry experience

Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services.

This includes customer needs assessment, quality standards for service, and evaluation CSI.

Relevant Technical skill within the Materials Handling Industry

Relevant knowledge of CFAO HEAVY LIFT products and value-added offerings

Proven and relevant experience within similar role

Relevant Technical qualification within industry

Experience working on the Kerridge system.

Ability to compile spreadsheets.

Number of employees reporting directly to this position:

2 technicians

Apprentices (As and when required)

Impact of Decision / Action to Company:

 Customer service perceptions and satisfaction.

 Accomplishing company strategic goals