Contracts Manager Western Cape - South Africa
Goscor Group of Companies
An exciting, yet challenging, permanent position has arisen within the Goscor Lift Truck Company, Cape Town. Staff leadership and performance management • Develop/implement departmental manpower structures and leads/direct departmental teams towards goal achievement. • Develop/implement/communicate performance targets/ measures/ standards/ outcomes to staff. • Implement communication strategies to ensure effective communication of relevant information and involvement of staff. • Manage performance through counselling, training, and corrective action. • Manage disputes/ grievances/ changes in accordance with procedures and accepted practices. • Monitor processes and implement/maintain/improve procedures/systems to ensure effective and efficient process/variability control. • Ensure implementation HR/SHE/QA policies and procedures. • Manage contract profitability. • Manage WIP via controllers – Follow up on Breakdowns, assist controllers • Service handovers on new machine delivery with sales • Follow up on load testing repairs • Weekly vehicle checks • Follow up on emails and WhatsApp's Project execution • Monitor dispatch of products/delivery against targets and take timeous corrective action. • Customer backordered parts follow ups daily • Following up on quoting on additional work required as applicable, from the job cards/service reports after every service and repair has been carried out • Tracks analyse and report metrics or client service levels • Ensure the successful landing of new clients • Carry out random inspections on customer's equipment after service and repairs have been completed – check up on technician work quality and difficult repairs • Collect monthly excess hours • Ensuring the market related pricing and competitive information is always up to date and to report any changes and developments in the market back to the management team • Manage the quality of Product Support services and liaise with Rental/Short Term Rentals (STR) team • Ensure compliance of support delivery and case resolution with stated service level agreements (SLA's) • Submitting weekly reports accurately and on time • Servicing of maintenance and chargeable customers – Liaise with customers as required and ensure effective customer feedback communication processes. • Liaise with customers as required and ensure effective customer feedback communication processes. • Resolve/assist in the resolution of disputes with customers subcontractors on site. • Ensure systems and procedures are in place to document contractual issues and manage contractual documentation effectively and efficiently. • Ensure variances in scope during project delivery are dealt with in accordance with an agreed procedure and company objectives are met. • Lead and direct all the major contracts under the service of support area. • Attend to warranties • Standby Business strategy/planning/budgeting • Coordinate development of departmental business plan and budget. • Develop performance targets and monitors progress/takes corrective action where required. • Receive monthly costs, analysis variances, reports against variances and takes corrective action. • Advise management on new developments and opportunities and contribute to the formulation of business strategies and policies. • Complete and submit reports as required. • A trade-related qualification. • At least 5 years' experience in forklift industry • Firm knowledge of company policies and procedures • Track record with customer retention and major accounts • Appropriate Business Administration qualification. • Computer literate – Microsoft programs • A solid capital equipment servicing background with experience on senior management level. • Must have experience in Service Management, working specifically on Industrial Equipment. • Decision making ability. • Ability to balance strategic and operational involvement. • Strong staff management skills. • Hands on approach as required.
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