Job Description

• We are looking for a Team Leader who will be dedicated a team to serve SBSA Branch

Customer Relationship Management

• Improve Customer Service Satisfaction through service level agreement achievement (compliance, reduced turnaround time and ensure all Labour Lines is closed) and reducing repeat calls and service escalations.
• Build and retain strong and scalable inter-personal relationships with clients and customer visits.
• Achieve a rating on Customer Satisfaction Survey for all completed projects between 85% and 100%

Finance

• Manage overtime, Onsite time, Per Diem, Travel and accommodation.

Internal Processes

• Effectively manage the organisation’s assets to ensure after every project completed all stock used and returned is accounted for, through stock take and site signoffs to reduce stock losses.
• Manage internal escalations, analyses and implement mitigating actions to prevent recurrence.
• Monitor operational business performance against the objectives by regularly reviewing the objectives.
• Assess and monitor the progress toward attaining short and long-term business unit objectives.
• Support ST’s, mentor and challenge subordinates in the application of effective operations practices, provide advice and guidance on complex issues to minimise risk and ensure performance.
• Be responsible for projects assigned to individual team leads.
• Ensure all documentation is updated and filed within project folders on teams.
• Attend all internal and external project meeting for assigned projects.
• Monitor all stock start to end.
• Reduce and maintain return RA’s and IMO’s within agreed timelines.
• Team Leads will be responsible to ensure all Astea Workorders, Stock Management, Travel is updated and closed on Astea to ensure billing can be done.
• Track all cost on project withing the budget on the following (Not limited too):
• Overtime
• Accommodation
• Travel
• Tools (If applicable)
• Project reporting to project stakeholders
• Review training manuals to ensure current and distribute where applicable.
• Request stock count after all projects from allocated Service Technicians to ensure stock is cleared.
• Raised potential risks (Not Limited to):
• Project Issues
• Project challenges
• Project escalations
• Booking of living expense on out of region visits
• Travel
• Time onsite / overtime
• Ensure overtime is approved before overtime is worked.
• ST Cost (Per Diem)
• To ensure that all the required project requirements have been met to ensure final project closure. (Not limited to)
• Site Signoffs
• Stock Recon
• Customer Satisfaction Survey
• To attend daily project planning session
• Allocation of resource per project
• Ensure Service Technicians have all relevant software and tools required to be able to conduct a successful project.
• Ensure planned dates are met as per the project requirements.
• Note: If planned date cannot be met for whatever reason, ensure PM is notified in advance”
• Advise stakeholders of the schedule dates for each project
• Ensure a ST is assigned to each project call.
• Ensure IMO’s are raised, for parts/ consumables required for each call.
• Ensure planned dates are correct on Astea.
• Ensure ST’s are aware of scheduled/ planned dates.
• Ensure parts is available and collected, prior to planned date.
• To ensure where stock is distributed directly to the store, ST is to compare stock with Ship list supplied and confirm all stock is onsite.
• Ensure IMO’s are fulfilled/ completed.
• Ensure parts are booked for each call.
• Ensure RAs are created, for each call (if required)
• Ensure RAs are closed within 5 days. From time of creation
• To ensure ST can-do First-time Fix.
• Check quality of Work   
• To ensure ST completes work as per the project scope.
• To book accommodation on relevant Altron platform
• Obtain approval for booking to be processed via mail from Senior Project Manager
• Communicate to PMO / ST that accommodation is booked and confirmed.
• Supply copy of invoices for all relevant work done to PMO as part of cost tracking (Not Limited to)
• Travel
• Accommodation
• Per Diem
• Flights
• Ensure that all the required project requirements have been met, before calls are resolved (Not Limited to)
• Project Checklist
• Docket
• Site Signoff
• Customer Signature is attached to the call.
• All transactions have been completed (Not limited to)
• IMO
• Parts booked.
• RA completed.
• Ensure Advise PMO that all Project Workorders is closed.
• There must not be any CM calls if all Call Closure requirements have been met by SA.
• Overtime is booked on system.
• Review and ensure Overtime claims is valid.
• Submit Overtime claims monthly.
• Ensure overtime claims is valid.
• Submit Fuel Claims
• Ensure Kilometre claims are submitted weekly / monthly.
• Review and ensure KM claims are valid.

Education

• National Certificate Level 4 (N4) / Grade 12  (Required)