The purpose of this position is to monitor and review the overall performance of shared services team ensuring objectives are met including scheduling, workshop repairs, and delivery of service. Manage and motivate the shared service team and ensure continual outstanding customer service.
Key Responsibilities
- Supervise the achievement KPI’s of the national admin team and oversee the performance of the shared services team.
- Ensure compliance to company policies and procedures
- Assist in development of service procedures and documentation requirements.
- Liaise with customers re time-critical service delivery (e.g. product repairs)
- Ensure the Service Administration Team achieves its objectives and KPI’s re -
- Order Book Management – Service Contracts
- Invoicing
- Purchasing - raising/receipting of purchase orders
- Project co-ordination for scheduled jobs
- Stock transfer processing
- Filing
- Timely job closure
- Liaising with customers/suppliers
- Fleet Management
- Spare parts transaction to 3 rd parties.
- Coach team members to achieve performance objectives & develop individual competence
- Foster teamwork/cohesiveness across the team.
WHS, Environment & Quality:
- Comply with all Work, Health & Safety, Environment and Quality obligations
- Actively promote safety in the workplace
Employees reporting to Incumbent
3
Main contacts within Company
- Service Operations
- Finance
- HR
- Shared services team
Main contacts outside the Company
Specialist Knowledge:
- High level time management
- High level interpersonal skills
- Strong customer service ethic
- Computer literacy at intermediate level
- Team leadership and coaching skills
- Proven Process improvement skills
Practical Experience:
- 3-5 years in service administration
Strong commercial acumen
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Personal Characteristics:
- Communication skills
- Collaboration
- Leadership skills
- Business acumen
- Problem solving skills
- Customer Service
