Service Manager - Administration & Claims

The successful candidate will be responsible for the management of the operational functions related to customer and stock service request, installation sales, supplier payments, extended and supplier warranty claims.

We are the largest retailer in the region, offering many opportunities for growth and development and are looking for a talented and dedicated individual to fill the position of:

 Service Manager – Administration and Claims

 The successful candidate will be responsible for the management of the operational functions related to customer and stock service request, installation sales, supplier payments, extended and supplier warranty claims. The role is expected to drive improvements in overall after sales customer communication and service levels.

Main Duties and Responsibilities

• Ensure all customers’ cases are actioned in a timely manner and in accordance with established standards
• Effectively manage the technicians’ appointment system for best output
• Ensure product repairs are actioned according to established company standards and job resolutions/updates are submitted and uploaded as per agreed guidelines
• Collaborate with the Service Manager-Technical to ensure efficient and effective distribution/assignment of jobs to technicians
• Ensure claims requirements are submitted to Regional Service within agreed time frames to receive maximum credit
• Collaborate with Regional Service to ensure claims receivables are paid on time to track, analyze and report on trends inclusive of major product defects and failures and to report issues to ensure payables are accurately reported and aggressively pursued
• Drive the continuous development of the after sales repairs and customer communication, installations and claims processes to enhance the service experience and maximize revenue
• Ensure that all Direct Reports are fully trained and expertly conversant with all service request procedural matters and claims requirements and processes to increase claims and supplier revenue
• Prepare Management Information Reports on a timely basis
• Maintain a good working knowledge of the key technical areas that fall under the portfolio of the Regional Spare Parts Manager and Regional Reporting Administrator

Knowledge, Skills and Competencies required:

• Bachelor’s Degree preferably in business or general management
• Certification in basic mechanical engineering
• A minimum of 3 years’ experience within a service industry in a supervisory/management capacity
• Excellent leadership, coaching and people development skills
• Excellent customer service, interpersonal and communication skills
• Proficient in use of spreadsheets, particularly Microsoft Excel
• Positive ethical values