Services Specialist urgently wanted: APPLY HERE
Midrand, Gauteng
Key Responsibilities:
General duties
The Specialist: Services will serve as a subject matter expert and trusted advisor to the country teams concerning best practices in post-implementation support services. To that end, the Specialist: Services must work closely with their peers and counterparts within the operations and service delivery functions within the Company’s ROA, the Company’s BTG countries and the Company-accredited partners. Furthermore, the Specialist: Services will interface closely with subject matter experts within the RSA head-office of the Company’s and global counterparts of the Company, the accountable OEM.
Operational Duties
Concerning in-country service operations, the Specialist: Services will support and oversee in-country service delivery functions to ensure:
Service delivery according to contractual Service Levels Agreements (SLA’s)
Operations management in line with the delivery of the Statement of work
Accurate and timely customer Reporting and Account Management reviews
Delivery, management, and measurement of customer satisfaction by front line staff
Development and maintenance of business relationships with key influencers and decision makers
Development of staff to ensure that appropriate skills exist and making available of adequate training and support material and resources.
Finance-related Duties:
Concerning in-country financial aspects, the Specialist: Services will support and oversee in-country service delivery functions to ensure:
Delivery of financial performance per account: Monitor and manage revenue and operating profit performance
Profitability analyses in conjunction with Technical and Operations: sites, staffing, Toner delivery management as well as Machines
Control of revenue and costs against budget as well as preparation of annual budget
Asset Management:
In relation to in-country asset management aspects, the Specialist: Services will support and oversee in-country service delivery functions to ensure:
Maintain an accurate Asset Database of the Company’s ROA’s install base
Ensure that in-country service delivery managers manage correct SLA’s against devices as per contractual SLA Agreements
Manage and maintain the number of devices according to number of active contracts
Manage devices not being billed or not communicating via exception
Policies; Processes and Procedures:
Maintain Standard Operation Processes (SOP’s) and Standard Operation Instructions (SOI’s)
Ensure adequate management of penetration of supplies, parts and spares in line with the install base and associated machine in field reports (MIF). This ensures maximisation and completeness of revenue streams.
People and training
The Specialist: Services plays a critical role in the supporting the management of virtual teams across functions and geographies. As such, the ability to lead, motivate and influence is a critical success factor for the role.
The Specialist: Services is expected to serve as a trusted advisor for the Company’s ROA Exco, the Company’s ROA in-country leadership teams and the managers or principals of the partner network to ensure that service delivery functions with Altron ROA in-country teams and the partner network are adequately resourced and have access the appropriate skills and expertise in order to deliver to client expectations and contractual obligations. To that end, the Specialist: Services must take steps to:
Evaluate training needs of the Company’s ROA in-country teams and the partner network
Provide access to or facilitate learning enablement through provision of relevant training materials, resources including the Company’s portals and online training resources.
Maintain up to date information in relation to the technical capacity in-country and to ensure that these are in-line with business needs as they evolve over time.
Maintain effective staff utilization levels
Drive a culture aligned with the Company’s ROA’s strategy with regards to purpose; vision; values, and goals.
Provide input into the recruitment, management, and motivation of site staff and counterparts in the partner network through regular engagement and face-to-face contact
Internal integration
Ensure streamlined Onboarding of new MPS devices and customers: Working with the implementations team to ensure seamless handovers
Drive collaboration with all relevant Company ROA and Company BDS functional relations involved within the account
Business Development
Support the expansion the value proposition of MPS to Customers and ensure effective service delivery and same account growth
Provide input into the expansion on the current offering, including Software as well as Company offerings
Customer Retention: tender cycles, contract management
Identify, develop and maintain business relationships with key influencers and decision makers
Drive innovation to find ways in delivering service better, faster and smarter
Be proactive in the cultivation of windows of opportunity that may result in the development of new business for the company
Identify and drive risk areas proactively with internal functions including dependencies from Customers
Qualifications, Experience, and Skills:
Business Management degree or equivalent qualification
At least 2 years sales experience with a documented successful track record in selling high end services, rich and complex IT solutions in the relevant industry
5 years’ experience in a high-volume production print environment
Apply Now
Source: Indeed
