Service Team Leader

Job Purpose

The Service Lead is accountable for the national coordination and execution of post-delivery and after-sales service activities across Lucy Electric South Africa. The role ensures that service delivery is planned, resourced, executed, and reported in line with customer commitments, safety requirements, quality standards, and contractual obligations.The role provides operational leadership to Service Technicians and acts as the primary operational interface between Operations, Sales, Quality & HSE, and customers for service-related activities. The role does not own commercial sales targets but supports customer satisfaction, warranty management, and lifecycle service performance.

Job Context

The Service Lead operates within the Operations function and reports to the Operations Manager. The role has national scope and is responsible for coordinating service delivery activities across regions and sites, including factory support, site-based commissioning, maintenance, fault-finding, and warranty work. The role works closely with Sales during handover of service-related commitments, with Quality & HSE for compliance and incident management, and with Engineering and Assembly for technical support and root cause resolution. The role balances short-term service responsiveness with disciplined planning, reporting, and continuous improvement. This role requires regular national travel and direct engagement with customers, contractors, and internal teams.

Job Dimensions

Number of Staff Supervised

• Direct Reports: 3 (service technician)
• Total Employees: 3

Financial Dimensions

• Accountable for effective utilization of service resources and control of service-related costs.
• Strong influence on warranty cost, cost of poor quality, and customer satisfaction outcomes.
• Payment & Other Authorisations as per approved Delegation of Authority.

Key Accountabilities

Service Planning & Coordination

• Plan, schedule, and coordinate national service activities, including commissioning, maintenance, site work, repairs, and warranty interventions
• Allocate Service Technicians based on skills, certifications, availability, location, and safety requirements
• Ensure service activities are planned and executed in accordance with customer requirements, contractual commitments, and agreed timelines
• Coordinate site access, permits, tools, spares, and documentation to enable efficient service execution.

Service Execution & Performance

• Oversee the execution of service activities to ensure work is completed safely, efficiently, and to defined quality standards
• Act as the primary escalation point for service delivery issues, delays, or complex technical challenges
• Provide technical guidance and operational support to Service Technicians when required

Customer & Stakeholder Interface

• Serve as the primary operational contact for customers on service delivery matters.
• Coordinate service-related communication with Sales, ensuring alignment between contractual commitments and operational execution.
• Support customer issue resolution, defect investigations, and restoration of service confidence.

Quality, Safety & Compliance

• Ensure all service activities comply with QHSE standards, statutory requirements, and company policies
• Enforce safe systems of work, including permits, risk assessments, method statements, and toolbox talks
• Coordinate with Quality & HSE on service-related incidents, non-conformances, investigations, and corrective actions.
• Ensure service documentation, certificates, reports, and close-out records are completed accurately and timeously

Reporting & Continuous Improvement

• Maintain accurate records of service activities, resource utilization, and outcomes.
• Provide regular service performance reports to the Operations Manager.
• Identify recurring issues, trends, and improvement opportunities related to service delivery and product performance.
• Contribute to continuous improvement initiatives to improve service efficiency, quality, and customer experience.

Qualifications, Experience & Skills

Minimum Qualifications and Knowledge

• Relevant technical qualification in Electrical Engineering, Engineering Technology, or a related discipline.
• Electrical Trade Test (Red Seal)
• National Diploma in Electrical Engineering (Heavy Current preferred).
• Valid driver’s license.
• Valid Passport
• Strong understanding of service delivery in an electrical or engineered-products environment.

Minimum Experience

• 8-12 years’ experience in technical service, commissioning, or field service roles.
• Demonstrated experience coordinating or leading service teams or activities.

Job Specific Skills

• Service planning and coordination capability.
• Strong technical troubleshooting and fault-finding skills.
• Customer-facing communication and issue management.
• Understanding of health & safety requirements for site-based work.
• Structured reporting and documentation discipline.

Behavioural Competencies

• Strong accountability for delivery and outcomes.
• Calm and structured under pressure.
• Customer-focused with a professional service mindset.
• Confident coordinator and problem solver.
• Collaborative and pragmatic in cross-functional environments.

Other Requirements

• Own Vehicle would be Preferable

Responsibilities:

1) Solutions Analysis: Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents.

2) Testing: Use product specifications to design test procedures and standards.

3) Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

4) Engineering Solutions Design: Implement feasibility testing of proposed engineering solutions, under supervision, to provide feedback and contribute to validation of the design.

5) Engineering Drawings: Create engineering drawings to support the communication, evaluation, and implementation of engineering solutions.

6) Equipment Installation: Help to install complex systems and conduct inspections of equipment with guidance.

7) Data Collection and Analysis: Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.

8) Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

EducationalRequirements: Post-Secondary Non-Tertiary Education

GeneralExperienceRequirement : Experienced practitioner able to work unsupervised (13 months to 3 years)

ManagerialExperienceRequirement : Very limited (0 to 3 months)