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Service Manager - Outdoor (BW)

Full-time

Perai, Penang

Customer Service

2 days ago

We are looking for a motivated, dynamic Service Manager to join our team based in Butterworth. Your responsibilities will be to manage and control t.....

We are looking for a motivated, dynamic Service Manager to join our team based in Butterworth. Your responsibilities will be to manage and control the Service Department in a consistent manner to fulfil the Branch’s contractual obligations while operating within the confines of the service budget.

To help to achieve this, we will provide you with a competitive base salary, subsidized transport allowance, subsidized mobile phone, laptop and career opportunities. You will also be given full product training, with hands on assistance from the Branch Operations Manager and the Service Team.

In this role you will be responsible for:

Driving sales revenue by hunting new business opportunities via leads and enquiries
Identify customer needs and analyse their needs for upsell and cross sell opportunities

A. Service

To ensure entire service team completes all monthly services. State of service completion of 100%
To maintain accurate records of all service vehicles in the branch in relation to:
To manage & control the Branch’s fleet of service vehicles in a cost effective manner, and without compromising on safety
Ensure all new businesses and installations are completed within 5 working days from the date of service agreement/job confirmation
Ensure each service team is route-ridden once every 3 months
Plans, organizes and prioritizes workload effectively.
To ensure a general compliance of work procedures in all hygiene services undertaken in the area to the guidelines stated in the company’s manuals and instructions

a. Renewal of road tax and Puspakom inspections

b. Maintenance of service vehicles

c. Repair costs

d. Fuel usage

e. Driver logs

f. Service tools and safety equipment register

B. Stocks

To monitor proper stock issuance and returns on weekly basis for all service teams
To ensure that the service equipment, drills, service tools and safety equipment used is appropriate and in good condition and sufficient quantity to support the branch service obligations
To attend monthly stock take and regular vehicle stock audit
To conduct monthly service & warehouse meeting
Supports in ensuring the store in the branch is being managed and controlled efficiently (inclusive of used EFR)

C. Administration

Ensure that all required stock return, reports and e-claims to the Head Office are prepared accurately, and dispatched promptly
To conduct formal weekly and monthly meetings with supervisors and technicians. Monthly meeting minutes are required for all meetings
To provide the Branch Operations Manager with status reports on a weekly basis covering:

a. State of Service c. Customer Issues

b. Supervisors’ issues d. Other issues

D. Staff Recruitment, Welfare & Development

Recruit (subject to prior approval from the Branch Manager/Branch Operations Manager) for new Service Technicians/Service Lady
Induct, train and manage service staff effectively
Maintain a high level of morale amongst service staff
Ensure that all staff has full understanding of the Company’s objectives and policies

Quality Assurance & Training

Service training: To organize induction program for new technicians, maintain training records, to coordinate and participate as trainer for refresher training for service technicians and new staffs recruitment for all departments. Ensure a high level of competence in the required skills amongst service staff by providing continuing training and practical assistance & guidance in the field
QA: To coordinate regular QC and to follow-up with specific client complaints where required. Develop good customer relationships through being knowledgeable about your work, and taking ownership of service problems
OCS 224: Ensure that all customer complaints (callouts) are attended to within 24 hours without further escalation
Supervisors Audits: Ensure that Service Supervisors duties are audited monthly
Technicians Audits/TPA Assessment: Ensure each Service Technician is audited according to company requirement
Service Audits: To carry out regular service audits of branches in all service area
Supervisors KPI: To ensure all supervisors meet their monthly KPI

E. Health & Safety

The Service Manager is responsible for implementing the arrangements detailed in the health and safety management system and the safe systems of work. Specifically the Service Manager will:

To understand and be aware of the requirement of Occupational Safety & Health Act 1994 to ensure that all staff for whom you are responsible are equally aware of the Act and its requirements.
To ensure that all chemicals are handled, stored and applied with due regard to the safety standards laid down within the Company, and that staff are never exposed to untoward risk in the course of their work
To ensure that all service vehicles are roadworthy & safe through monthly inspections
To constantly lead by example, Good & Safe Working Practices within the Branch.
Provide adequate supervision to all employees so that they work safely and without risk to health.
Carry out regular checks on the work of each employee reporting to them to ensure that work is carried out safely and in accordance with safe systems of work;
Remedy any deficiencies identified following audits/inspections;
Provide information, instruction and training to all employees so that they are competent to undertake their work safely;
Issue written work instructions for each work activity which specifies the appropriate safe system of work to be followed and any control measures identified from site-specific risk assessments;
Monitor the work of contractors so that they work safely and without risk to health and in accordance with the agreed safe systems of work.
Join monthly SHE review meeting conducted by BM/BOM

F. Care of Company Assets

To ensure the proper use, maintenance and security of the Company’s premises, company vehicles, service equipment, stock of chemicals, hardware, monies and other properties of the Branch.

OTHER DUTIES:

Sales team relationship: Maintain friendly and co-operative relations with the sales team providing sales leads, and other useful feedback from the customer
Sales support: Support the sales team in achieving the sales targets for the branch. This includes assistance in special surveys and sales presentations where required
Self-improvement: To constantly improve his/her knowledge of hygiene management by private study, membership of associations and attendance at courses, and also by the study of technical literature provided by the Company, and through practical experience in the field
Agent of best practice: In all your actions, to promote the best working practices of this company and to transmit these practices in your role of overseeing the branch to your supervisors/coordinators.

The ideal candidate will possess:

Minimum a Bachelor Degree in any related field with at least 5 years relevant Service Management/ Supervisory experience

Strong leadership qualities with planning, organizing and problem solving ability
Able to work in dynamic and fast paced environment
Excellent in promoting teamwork and synergize the team towards achieving service KPI
Able to work autonomously and thrive on challenges
Possess own vehicle, is a Malaysian or holds a relevant resident status
Driven by data, analytical, able to develop team by managing their service activities and coach them accordingly

Required valid driving license because driving is part of the job requirement for this designation

Highly Desirable:

Excellent problem solving , multi-tasking & planning skills
Ability to motivate and manage a team to achieve & meet service KPI
Ability to think on your feet to coach team with service and customer focused solutions
Versatility to build rapport with people at all levels
Excellent and multi-lingual in both verbal and written English and Bahasa Malaysia
Commercially focused and is alert of the changes and updates in market movement
Able to travel to various locations within the designated territory