Service Supervisor

DESCRIPTION

We are looking for a talented Service Supervisor to join our team specializing in Service for our Kitwe Service Team in Kitwe, Zambia.

In this role, you will make an impact in the following ways :

• Supervise and Coordinate: Oversee employees who install, service, and repair equipment, ensuring efficient scheduling and communication of repair plans.
• Enhance Productivity and Quality: Monitor and improve Technician productivity and repair quality, aligning with customer quotes.
• Provide Coaching and Feedback: Offer guidance and performance reviews to Service Technicians and Team Leaders, fostering professional growth.
• Support and Escalate: Provide first-level support to Technicians and escalate technical issues when necessary for timely resolution.
• Manage Logistics: Ensure the effective use of materials, equipment, and personnel, maintaining safety, quality, and operational efficiency.
• Accurate Quoting and Updates: Develop and review quotes for accuracy, keeping customers informed about repair status and any changes.
• Continuous Improvement: Participate in process improvement activities to meet evolving customer expectations and organizational goals.
• Customer Satisfaction: Monitor branch goals and targets, resolve warranty concerns, and build strong relationships with key customers through professional communication.

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• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
• Service Documentation: Accurately create and verify customer, equipment, and technical information; capture specific data using service tools; follow procedures and document required information in the service management system.
• Technical Escalation: Obtain and utilize technical issue information, escalate complex problems to higher expertise levels, and ensure all troubleshooting steps are documented for seamless transitions and timely resolution.
• Qualifications and Experience: Hold an EIZ Certification and have significant experience in a supervisory role.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.