Manages the Service department, including Office Automation, Telecommunications, Software and all its staff. Manages all customer service interactions and provides and ensures the highest level of customer service while developing and maintaining lasting customer relationships. The Service Supervisor ensures customer queries are attended to timeously, and that the needs of the customer are always met. This role ensures that the company acts within the agreed Service Level agreement (SLA) set up with customers as well as managing the Field Technicians, assisting the Stores and Meter Reading dept to meet company targets.
The Service Supervisor oversees training, scheduling, assist with planning, and disciplining all employees in the service department. The Service Supervisor leads and motivates the service team, as well as promotes development and innovation. The Service Supervisor generates integral reports for the Group Technical Manager that reflects the status of the Service department, as well as where they are with targets and budgets, from here clear solutions are established and risks are identified.
The Service Supervisor ensures there is constant and clear communications to his departments in the company, to stimulate the company`s culture and ease the path for excellent customer service, achieving the company`s vision.
Duties & Responsibilities
Conduct site surveys
Sign of installation, set-up and maintenance of all communication and copier related equipment.
Resolve customer queries timeously
Audit on all maintenance contracts and SLA on a quarterly basis.
Ensuring excellent service delivery to customers by managing remote support, on-site support and response and repair times.
Conduct Diagnostics tests/ troubleshooting.
Constantly find ways to improve customer satisfaction and service delivery by keeping up with the latest trends, being proactive in every approach, attend necessary training and workshops, arrange team-building days, etc.
Ensure performance monitoring and optimization of all installations and setups
Document/record service and installation actions by completing forms, reports and logs.
Ensuring that allocated calls are dealt with efficiently
Provide feedback to Group Technical Manager with status and progress of calls and installations.
Assist with connectivity and communication issues with the Service Desk Controller to ensure that correct ISP’s are contacted.
Escalate any major issues to the Group Technical Manager
Conduct regular on-site inspections of completed calls and installations.
Maintain quality service by enforcing quality and customer service standards; analysing and resolving quality and customer service problems; identifying trends and recommending system improvements.
Ensure service delivery is in line with the customer SLA.
Ensure clear communication on all issues/queries, additional billing and/ or any updates and news are sent out on time.
Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results.
Disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Driving the culture of the company in the service department.
Arrange the training and development of staff in the department by implementing a training development plan for the department as well as personal development plans for individual staff.
Set- up internal training as well enough product training for the Technicians.
Manage payroll and headcount budget, as well as overall budget in the department.
Daily monitoring and managing of the performance of technicians to ensure that calls are logged and updated.
Ensure timekeeping is accurate.
Monitor call backs per technician. Increase productivity by managing daily calls done per technician.
Monitor travelling done per technician.
Collaborate, assist and co-ordinate technical staff to get new installations completed timeously.
Implement new procedures in the technical department.
Monitor calls that have not been completed per day, ensure investigation is conducted as to why it is incomplete.
Assist in the prioritising the attending of calls logged, according to their urgency.
Ensure effective time management of time spent on installations of billable calls.
Oversees the work of all staff to ensure that all jobs are completed on time, within budget, and to customer specifications.
Grow the SLA base, and constantly try find ways to increase our base
Build relationships with potential corporates/clients, coordinate any new leads to the relevant dept.
Prepare monthly reports for management meetings
Monitor targets consistently and identify risks to communicate to the Group Technical Manager
Monitor all service procedures to ensure they are followed properly and work effectively
Assist with technical support (remote and/or on-site) when necessary
Stay current with technological developments
Ensure the admin is under control and up to date in your department.
Desired Experience & Qualification
A+ N+ is highly beneficial
Minimum of three years’ experience in VoIP telecommunications/networking related industry
Must have solid understanding and hands on experience in Asterisk/Linux and Mitel systems.
Experience with wireless networking equipment.
Min of 2-year experience in remote desktop support
Experience on reporting to Snr management
5 years + in customer service experience
Strong competence in IP networking and technologies
Microsoft outlook experience (Strong in MS word and Excel)
Skills and behavioural competencies:
Conflict Resolutions skills
Strong Communication skills
Able to adapt to change easily
Ability to work independently as well as manage a team
Ability to work under pressure and at a fast pace
Package & Remuneration
R25 000 - R30 000 CTC