Set up strategies and plans with the aim of providing/maintaining a KSB customer service to meet and exceed both order intake budgets and attribute overall gross margin targets. Key responsibilities in achieving this would be as per the following;
- Implement strategies and plans for the service centre corresponding to their territory and KSB product portfolio..
- Implement target customers and target products within service departments.
- Management of KSB employees within the KSB service centre.
- Monthly review of P & L’s for the service department.
- Ensure adequate coverage of customer service enquiries and response times. Constant review of response times, win / loss ratios and customer feedback on all service-related business is essential.
- Work with the respective sales teams to ensure adequate coverage of customer base to build overall sales.
- Maintain company margins on all product along with service labour rates.
- Set spare parts stocking levels for all KSB products required for the service business.
- Work with spare parts and product managers in review all NNF’s for KSB products to ensure we can offer best price and maintain our company margins.
- Review and set pricing agreements for our key service customer accounts and keep updated and distributed.
- Monitoring and coverage of day to day quotation of service business as required.
- Review customer quotations and standardise on format and design.
- Attend customer meetings as required to assist with customer relationships and also review customer service.
- Set up a local buy policy within department involving purchasing for non-cast wear parts such as bearings, seals, O rings and gaskets. Review with spare parts team.
- Report to senior management on service business as required/requested.
- Attend weekly SupremeServ meetings to discuss service component of business.
- Attend and present at national management meetings as requested.
- Assist with reduction of warranties including wrong supply of goods.
- Implement and maintain plans with respective sales team to follow-up on all quotations.
- Oversee the quotation and sale of all project service related business for each branch.
- Build relationships with sister KSB companies service teams