Service Manager

Role Purpose:

The Service Manager is responsible for managing and developing the overall Service Department within the region. They are responsible for the strategic management of the Service area, as well as developing and implementing targets, policies, procedures and common standards, whilst promoting and maintaining the image of company and brands.

Job Accountabilities & Activities:

Service Performance Management

- Develop and manage overall service-related financial and operational targets.

- Ensure appropriate measures and controls are in place to achieve these targets.

- Compile, analyze, and present relevant financial and statistical reports to senior management, identifying required actions to support business performance.

KPI Monitoring and Reporting

-Ensure accurate measurement, monitoring, and analysis of all relevant departmental KPIs, including but not limited to:

• Active Work In Progress
• Technicians’ Productivity and Efficiency
• Invoice Efficiency
• Parts Availability for Service Operations

- Maintain up-to-date, comprehensive KPI reports and regularly communicate findings to management.

Service Development and Marketing

- Implement new service-related products and solutions introduced by the Distributor to enhance operational efficiency.

- Promote Service Department offerings to both existing and potential customers, as well as internally across Business Units.

- Develop and execute improvement strategies aimed at increasing market penetration and service profitability.

Market Intelligence and Strategic Input

-Continuously monitor and analyze market trends, competitive activity, and customer behaviors.

-Provide actionable recommendations to senior management based on market insights.

Knowledge Building and Innovation

- Foster a culture of continuous learning to build organizational know-how and support ongoing service innovation.

Education & Certifications:

University education in a relevant discipline

Required Years of Experience:

6-7 Years of Experience