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
