About this role
Job Purpose
This position is primarily responsible for maintaining an effective and pro-active service schedule to ensure the effective and efficient operation of the department and maintaining a superior level of customer satisfaction focusing on warranty management and condition monitoring.
KEY RESPONSIBILITIES
• Manages and ensures that all Service Calls are opened and jobs scheduled, and that all billings are done within the stipulated timeframe with specific focus on warranty jobs.
• Ensures that all quotations are completed and sent to customer no later than 24hours after technical assessments are conducted if necessary.
• Manage and process warranty claims, ensuring compliance with manufacturer and company policies.
• Coordinate with service technicians, customers and suppliers to gather necessary documentation for warranty claims.
• Monitor and track warranty claim statuses, ensuring timely resolution and communication with all stakeholders.
• Maintain accurate records of all warranty transactions, including repairs, replacements, and credits.
• Review and audit warranty claims to ensure accuracy and completeness, resolving discrepancies as needed.
• Provide training and support to service teams on warranty policies and procedures.
• Monitors changes to the suppliers warranty processes and procedures to always be aware of the correct process and updates the knowledge database.
• Monitor the condition of equipment and machinery using diagnostic tools and software to detect potential issues.
• Analyze data from condition monitoring systems to identify trends and potential failure points.
• Prepare and present detailed reports on equipment health, providing actionable recommendations for maintenance and repairs.
• Collaborate with the maintenance team to schedule preventive maintenance and repairs based on monitoring insights.
• Update JCB and other supplier records as required.
• Works closely with Team Leaders to ensure all technicians complete all required training.
• Completes ongoing training plans as per supplier requirements.
• Demonstrates active adherence to all relevant Health, Safety and Environmental (HSE) policies and procedures, while also promoting HSE awareness.
• Performs other related responsibilities that may be required to enhance the operations of the Company.
KNOWLEDGE & EXPERIENCE
• A Diploma in Business Management, with a technical qualification
• A minimum of five (5) years’ experience in a similar role. Work experience without formal qualifications may be taken into consideration.
• A minimum of three (3) years Supervisory experience, with a proven track record of excellent customer service
• Proficiency in the Microsoft suite of products
KEY COMPETENCIES
• Excellent interpersonal skills
• Excellent organizational skills
• Excellent Communication skills, both oral and written
• Team oriented
• The ability to work in a fast-paced environment with minimal supervision