DESCRIPTION

We are looking for a talented SERVICE MANAGER to join our team specializing in SERVICE for our DISTRIBUTION BUSINESS SEGMENT in KITWE, ZAMBIA.

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

• Supervises employees who install, service, and repair equipment and machinery. Supervises Service Technicians and/or Service Team Managers\; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.
• Provides coaching and feedback to individual Service Technicians and/or Service Team Managers ; provides performance reviews and opportunities for professional growth. Provides first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
• Manages service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations. Develop and/or reviews quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
• Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
• Monitors goals and targets for the branch; measures, reviews, and maintains high level customer satisfaction levels. Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.

• Intermediate level of relevant work experience in a technical field, including team supervision experience, required. 10-15 years overall Service and Engineering experience of which 5 years or more should be in a Supervisor role.
• Experience is managing Teams. Technically sound , Strong analytical skills with good problem-solving skills. Good strategic foresight with the ability to guide and influence the broader organizational thinking.
• Strong Team Management skills with high ethical standards, creative and self- motivated, Valid driver's License.
• Bachelor's degree in Engineering.