Leading Hand, Service Operations

_Kalmar is moving goods in critical supply chains around the world, with the vision to be the forerunner in sustainable material handling equipment and services._

**We're making every move count**:
Supports the Technicians and the Dispatcher in the daily customer service for a team of Technicians

Knows the customers’ installed base and service opportunities in the country

Responsible for: daily customer service execution on quality and on time

Accountable for: Customer satisfaction

Ensure smooth day to day running of the site

This role is 50/50 on the tools and service administration duties

**On offer**:

- ** Competitive salary package commensurate with experience**
- ** Opportunity to work for a Global Company**
- ** Learning & Development opportunities to progress your career**
- ** Paid Parental Leave**
- ** Employee Assistance Program**
- ** Employee Referral Program**
- ** Paid Community Service Leave**

**Main tasks and responsibilities**:
Site Duties
- Ensure all site service employees comply with Kalmar company procedures and regulations
- Ensure compliance of site maintenance agreement
- Ensure PM servicing is on time and up to date
- Ensure repair work is carried out efficiently to minimize machine down time
- Ensure all out of contract work is carried out in a timely and efficient manner
- Develop additional business within the port operation
- Contributes to service jobs where his work or support is needed
- Continuously learns about new Kalmar equipment

Technical
- Keep abreast of the features and benefits of products
- Ensure that customer machines are back in operations within the specific time as per KPI’s agreed
- Advise Service Technicians on the following:

- Trouble-shooting and diagnosis methods
- Rectification process and technical know-how in solving issues
- Cascade down preventative measures / precautions to ensure that defects / issues do not reoccur
- Solutions to problems where technical expertise is required

Staff Management
- Supervise technical team to ensure effective utilisation of Kalmar personnel
- Supervise technical team to ensure effective utilisation of client’s equipment
- Supervise all site human resource issues and ensure compliance with all site and company regulations
- Develop technical workforce as in line with business development needs
- Work in close cooperation with Technicians to ensure work execution on quality and on time
- Oversees daily service execution in a workshop or within a project

Administration Duties
- Ensure all administration and commercial work is carried out in a timely and efficient manner
- Reports service work (during the day, at the end of each job)
- Reports work time (daily)

Budgets
- Compliance with site service and operating budget
- Prepare investment budget in line with operating budget

Stock Control
- Supervise allocation of spare parts for service work
- Maintain spare parts stock levels to ensure availability of PM service parts
- Maintain spare parts stock levels to ensure availability of recommended stock holding
- Manage all assets to ensure effective utilisation

Reporting
- Provide technical reporting to the Service Manager when required

Relationship building
- Liaise with client site representative
- Provide regular and timely reporting to client representative in line with site maintenance agreement if required
- Work in close cooperation with Dispatchers to align on efficient work plans

Warranty
- Ensure all warranty repairs are carried out in an efficient and timely manner

Company Assets
- Ensure that assets of the company in your control (vehicle, mobile phone, material etc) are maintained and kept in good condition and in accordance with the company’s policies and procedures

Additional
- Other duties as requested by your manager

**What you’ll need to succeed**:
Education
- Mechanical / electrical engineering tertiary qualification or;
- Formal trade qualification (mechanical / electrical)
- Completion of year 12 preferred but not essential

Experience
- Experience in a supervisory role within a mechanical or electrical industry is preferred or willing and capable of learning
- Experience in managing a team of people is preferred or willing to learn (up to 10 people)
- Experience in the mechanical handling, port or industrial operations industry sector
- Previous experience in using a computer based service and or maintenance management system

Competencies
- Good customer communication, structured, service minded, customer-oriented
- Relationship building
- Team player
- Attention to detail
- Motivating, mentoring and inspiring people
- Excellent work ethic
- Ability to participate in all training and development programs
- Ability to get things done
- Cultural sensitivity and adaptability

Skills & Knowledge
- Ability to plan efficient service execution
- Exceptional people management skills
- Project management
- Knowledge in maintaining an investment budget
- Knowledge in maintaining spare parts