The purpose of this position is to ensure best management practices are followed in all areas of responsibility regarding departmental procedures and actions, promoting a customer-oriented service, to implement and uphold actions in line with company strategic vision and to operate the department profitably according to set targets. To aid, support and manage the Field Service Teams and Controllers by ensuring best practice with quality and professionalism are always met to maintain customer satisfaction contributing to Profitable Operations.

To perform this job successfully, the appointed individual must be able to perform each essential duty / key performance area satisfactorily. This list of key performance areas is not exhaustive and may be changed / supplemented to accommodate business needs from time to time:
Overall responsibility to manage the team reporting to this position (manage team by means of continuous performance feedback, coaching  and counselling to ensure ongoing improvement of performance, bi-annual performance appraisals per staff member, payroll information to be compiled and submitted timeously, monthly / weekly team meetings, achieving employee morale survey target, managing leave and absenteeism, implementing and driving HR practises in line with company strategic objectives, ensure effective inter-departmental and internal communication).
To carry out routine maintenance checks as directed ensuring that all necessary service parts are available prior to attending customers site, all quoted work to be highlighted by liaison personally, with the customer.
Proceed to customer’s premises as advised, report to the customer’s contact, locate equipment, diagnose fault, and once the fault has been diagnosed inform Service Coordinator and the customer of the approximate time of completion.  Rectify any faults as required by the customer, ensuring that the machine is left operating in a safe condition, and that the work has been carried out to the customer’s satisfaction.
Technical assistance / coaching and on-the-job training to all Field Service Team members; overall responsibility to ensure quality of service (always ensure optimum response time and professional service, evaluation of technicians’ training needs and ensuring lack of knowledge / skills are addressed).
Sound financial management of team in line with budget and department strategic objectives (ensure all company policies and set targets are met in the following areas: work in progress, service scheduling, debtors, profitability of maintenance contracts, warranty claims processing, service agreement growth targets, service agreements profitability, labor recovery targets, team and department GP and contribution, management of overheads, managing debtors, perform service quality checks, vehicle  (ASEC)and tool inspections, etc.).
Ensure OHSACT requirements are met on own and customer premises and that all regulations are adhered to.
Drive customer service excellence (build and develop strong, loyal relationships with internal and external customers, foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers, ensure internal and external CSI targets are met, etc.)
Ensure team contributions are focused to grow department in line with company requirements.
Overall responsibility to provide scheduled (monthly, weekly and daily) ad-hoc reports.