Summary Statement:

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.

Key Performance Areas:

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 practices 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.

Other responsibility to ensure sales orders received are completed, processed, and distributed correctly and timeously.
Receiving and accurately processing of sales order documentation
Follow up on estimated delivery dates if unit is not in stock and communicate estimated delivery dates with sales team.
Process invoice(s)
Preparation of relevant documentation & gate passes
Assist Sales team in preparation of documentation.
Magnitude
Overall responsibility to ensure all administrative functions are in place and being followed / implemented effectively and in line with company and system requirements; overall responsibility to ensure administrative tasks performed by self and admin team are completed accurately and timeously.

Overall responsibility to prepare and distribute scheduled (monthly, weekly, and daily) and ad-hoc reports as might be requested accurately and timeously.
Facilitating customer complaints and queries; foster and maintain dedication to service excellence in every aspect of work carried out; ensure feedback / communication to customers

Participation in team/department meetings and development/training initiatives to ensure that the team functions as an efficient resource for the company by continuously evaluating and monitoring quality and accuracy of work, implementing and actively participating in development initiatives in line with company strategic objectives, ensure effective inter-departmental and internal communication.