Junior Service Controller

Role Purpose:

To be part of a first-class service control center that ensures response and follow-up on all breakdowns. Ensure all customers are handled within company KPIs with total professionalism and that customers are called back regarding the technician’s response and completion of work to their satisfaction.

To ensure that all contract, STH, and customer PMA machines are serviced correctly according to the manufacturer’s instructions and are completed 100%. Review all service job cards for additional repairs so that the additional repairs are carried out as soon as possible for both on contract and for the customer’s account. Assist the Contracts/Regional Operations Managers and the Internal Parts Co-Ordinator to obtain valid order numbers.

Experience and Minimum Requirements:

• Grade 12.
• Call centre training qualification or at least 1 year of call centre service admin experience.
• Relevant computer skills including email, Excel, Word, and PowerPoint.
• Used to working to and achieving deadlines monthly.
• Must be able to work under pressure.

Duties and Responsibilities:

Technician Planning and Labour Recovery:

• Plan technician work to optimize productive labor and minimize idle time. This includes efficient planning of all services and chargeable work.
• Ensure technicians’ planning is done the day before and sent out for full day’s labor recovery per company SOPs.
• Ensure planning is sent to the parts department and parts are booked out the day before to minimize idle time.
• Ensure the labor recovery report is done weekly and sent to the relevant manager and team of technicians.

STH:

• Ensure all STH units in the workshop and in-field services are completed monthly without exception. Report services that cannot be completed to the Service manager with justification for non-compliance.
• Manage the STH load testing schedule and send it to the Service manager weekly. Load test STH machines within the 10 monthly cycle. Inform the Service manager if a machine fails load test and ground the machine.
• Ensure all services are completed within the manufacturer’s timeframe (500 hours or 5 months).
• Communicate required repairs to the Contracts manager for approval.
• Ensure additional costs are approved by the relevant manager.
• Ensure every machine that leaves the workshop has an updated and approved PDI (Pre-delivery Inspection).
• Assist the STH rental department in obtaining excess hours of machines in the workshop to complete the excess hour schedule on time.

Used Stock:

• Follow SOPs upon the return of a machine to the workshop.
• Ensure the Sales Drive (Used Stock) is up to date and each folder is updated with the required documentation.
• Maintain clear communication between service and sales departments on the plan with the returned machine and keep all relevant departments updated with the progress.

Sublets:

• Extract and analyze the weekly sublet report from ADP and follow up on lead time for repairs, invoices, and proof of deliveries.
• Follow the company’s SOP on the process of supplier invoices.
• Stay within set margins and GP % when quoting and processing supplier invoices as per SOP.

Costing, Invoicing:

• Pull the WIP report daily and ensure all completed jobs are invoiced within the SOP timeline.
• Ensure all invoices are processed accurately and in line with SOPs.
• Ensure a completed signed-off job card before processing any invoice.
• Get invoices approved in line with the authority matrix before processing.
• Stay within internal budgets when processing internal invoices and notify the relevant manager if the budget will be exceeded.
• Save all chargeable invoices on the shared drive with required documents.
• Save all job cards on the shared drive.
• Send all required documents to the client once the chargeable job has been processed.

Other:

• Offer administrative support to the Service manager as needed.
• Submit a weekly tracking report within the set timeline.
• Provide a support structure for the apprentices.
• Liaise with various suppliers to get work carried out.
• Maintain a workshop filing system.
• Ensure good people management by maintaining a formal balanced scorecard and conducting performance reviews twice a year.
• Follow the Company code of conduct and policies.

---

Masslift Africa is an equal opportunity employer and preferences will be given to individuals from the designated groups.