Service Head at Royal Power and Energy Limited

Job Description

• Accountable for the Service Department P&L and budgetary financial KPI’s set
• Analysing statistics or other relevant data, on a daily/weekly/monthly basis, to determine the level of response and resolution times related to customer equipment faults, reported via the Service department Help Desk, or equipment up time targets set within SLA agreements.
• Accountable for the proactive monitoring of all RPE remotely connected equipment ensuring potential faulty conditions are resolved prior to customer involvement.
• Manage and monitor the collection of all completed JCC’s in a timely manner to prevent invoice delays.
• Manage and monitor daily/weekly activity levels of service technicians to ensure productivity levels match management expectations.
• Manage and monitor service software to resolve Late, Issues and Conflicts in a timely manner.
• Manage and monitor service software to ensure all scheduled work is properly coordinated to minimise service expenses.
• Manage and monitor service software to ensure all scheduled work is covered by a valid Sales Order and is billable.
• Ensure customer projects are planned, managed and implemented on time.
• Create and present a weekly report highlighting efficiency and effectiveness of the service department team, with an action plan to resolve any underperformance.
• Manage and monitor all service-related tasks within the ERP to ensure they are scheduled and closed in a timely manner allowing invoicing to proceed.
• Manage and monitor the contract duration of all SLA agreements so a timely renewal can be proposed, negotiated, secured and implemented.
• Liaise with the sales team to resolve any customer related installation delays.
• Strategies and implement after sales services business plan to ensure the Service Department and individuals adapt as the business grows and expands.
• Grow existing services revenues while adding new business avenues.
• Accountable to deliver a high quality of Support Services to customers.
• Accountable to forecast and collect in a timely manner all Service revenues.
• Accountable for all Service costs, expenses and materials used.
• Responsible for quality of service proposals submitted.

Requirements

• Candidates should possess a Master's Degree qualification.