Product Support

at Human Accent
Location Johannesburg, South Africa
Date Posted Mar 18, 2020
Category Engineering / Technical Jobs
Job Type Full-time

Description

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.

Key Performance Areas: (Essential Duties & Responsibilities)

• Overall responsibility to manage the team reporting to this position (manage the 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 Investors In People in
line with company strategic objectives, ensure effective inter-departmental and internal
communication).
• Technical assistance/coaching and on-the-job training to all technical team members; overall
responsibility to ensure the quality of service (ensure optimum response time and professional service
at all times, evaluation of technicians’ training needs and ensuring lack of knowledge/skills are
addressed).
• Sound financial management of the 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 schedule, debtors, the profitability of maintenance contracts, warranty claims processing,
service agreement growth targets, service agreements profitability, labour recovery targets, team
and department GP and contribution, management of overheads, managing debtors, perform
Workshop Electrical Technician service quality checks, vehicle 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 the 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 the department in line with company requirements.
• Overall responsibility to provide scheduled (monthly, weekly and daily) and ad-hoc reports as might
be requested by department manager (e.g. Kerridge-based reports from Marketing, Nominal
Ledger, Point of Sale, Maintenance leasing and Management Accounts, etc.)
Operational innovation.

Required Minimum Knowledge, Skills Education / Training and Experience Requirement(s):
The requirements listed below are representative of the knowledge, skills, education/training and
experience required for this position:

• Trade test, 5 years plus industry experience, STEP 2 technical competencies
• Strong ability to manage, lead and coach a team; ability to plan, organise and control business
activities and people for optimum productivity and efficiency
• Ability to negotiate on a win-win basis
• Highly developed communication skills with people at all levels in an organization
• Excellent customer service skills; ability to listen to, understand and resolve customer queries;
sense of urgency
• Ability to plan, develop and implement strategic objectives in accordance with department goals
• Strong analytical ability
• Ability to grasp financial/numerical information, ability to interpret financial goals and implement
actions to achieve team financial objectives
• Strong decision-making skills & ability to use initiative and assume responsibility
• Strong service management skills
• Consistent, visible and proactive leadership skills; ability to make decisions, take action and apply
corrective measures when required
• Ability to build a positive team environment, to foster willingness among followers, to remove job
related obstacles hindering growth and achievement
• Ability to manage change in a dynamic environment; Ability to adapt to and accept change, new
ideas, new challenges
• Ability to grasp and interpret goals and vision and to communicate it / implement strategies
effectively with evident improvement
• Working knowledge of OHS ACT & environmental legislation
Preferred Knowledge, Skills Education / Training and Experience Requirement(s):
• Experience working on the Kerridge system
Required Certificates, Licences, Registrations:
• Qualified Mechanical or Electrical Trade
Workshop Electrical Technician Profile Page 3 12/12/2018
• EB / Code 8 driver's licence

Cost Centre / Budget Accountability:
• Decentralised responsibility department budget – ensuring team contributions are as per agreed
targets to ensure department achieves set objectives and operate within the budgeted overhead
parameters.

Impact of Decisions / Actions to Company:

• Customer service perceptions and satisfaction
• The profitability of service contracts + quality of machines
• Profitability of department
• Achieving Employee Morale Survey and Investors in People targets
• Accomplishing company strategic goals

Interdependence with other departments at branch level:
• Service, Parts, Rental, Sales Departments.

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