{"id":1823979,"url":"https://alion.io/job/lucy-group-service-team-leader","title":"Service Team Leader","company":{"id":2525526,"name":"Lucy Electric","domain":"lucyelectric.com","url":"https://alion.io/company/lucyelectric","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":94,"open_postings":41,"ghost_share":0,"stale_share":0.049,"repost_share":0,"time_to_fill_p50_days":91,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Honeydew, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":53000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-06-22T11:55:10Z","employer_posted_date":"2026-06-22","last_verified_at":"2026-11-02T02:44:23Z","board_verified":true,"closed_at":null,"days_open":133,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":132},"description":"Job Purpose\nThe 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.\nJob Context\nThe 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.\nJob Dimensions\nNumber of Staff Supervised\nDirect Reports: 3 (service technician)\nTotal Employees: 3\nFinancial Dimensions\nAccountable for effective utilization of service resources and control of service-related costs.\nStrong influence on warranty cost, cost of poor quality, and customer satisfaction outcomes.\nPayment & Other Authorisations as per approved Delegation of Authority.\nKey Accountabilities\nService Planning & Coordination\nPlan, schedule, and coordinate national service activities, including commissioning, maintenance, site work, repairs, and warranty interventions\nAllocate Service Technicians based on skills, certifications, availability, location, and safety requirements\nEnsure service activities are planned and executed in accordance with customer requirements, contractual commitments, and agreed timelines\nCoordinate site access, permits, tools, spares, and documentation to enable efficient service execution.\nService Execution & Performance\nOversee the execution of service activities to ensure work is completed safely, efficiently, and to defined quality standards\nAct as the primary escalation point for service delivery issues, delays, or complex technical challenges\nProvide technical guidance and operational support to Service Technicians when required\nCustomer & Stakeholder Interface\nServe as the primary operational contact for customers on service delivery matters.\nCoordinate service-related communication with Sales, ensuring alignment between contractual commitments and operational execution.\nSupport customer issue resolution, defect investigations, and restoration of service confidence.\nQuality, Safety & Compliance\nEnsure all service activities comply with QHSE standards, statutory requirements, and company policies\nEnforce safe systems of work, including permits, risk assessments, method statements, and toolbox talks\nCoordinate with Quality & HSE on service-related incidents, non-conformances, investigations, and corrective actions.\nEnsure service documentation, certificates, reports, and close-out records are completed accurately and timeously\nReporting & Continuous Improvement\nMaintain accurate records of service activities, resource utilization, and outcomes.\nProvide regular service performance reports to the Operations Manager.\nIdentify recurring issues, trends, and improvement opportunities related to service delivery and product performance.\nContribute to continuous improvement initiatives to improve service efficiency, quality, and customer experience.\nQualifications, Experience & Skills\nMinimum Qualifications and Knowledge\nRelevant technical qualification in Electrical Engineering, Engineering Technology, or a related discipline.\nElectrical Trade Test (Red Seal)\nNational Diploma in Electrical Engineering (Heavy Current preferred).\nValid driver’s license.\nValid Passport\nStrong understanding of service delivery in an electrical or engineered-products environment.\nMinimum Experience\n8-12 years’ experience in technical service, commissioning, or field service roles.\nDemonstrated experience coordinating or leading service teams or activities.\nJob Specific Skills\nService planning and coordination capability.\nStrong technical troubleshooting and fault-finding skills.\nCustomer-facing communication and issue management.\nUnderstanding of health & safety requirements for site-based work.\nStructured reporting and documentation discipline.\nBehavioural Competencies\nStrong accountability for delivery and outcomes.\nCalm and structured under pressure.\nCustomer-focused with a professional service mindset.\nConfident coordinator and problem solver.\nCollaborative and pragmatic in cross-functional environments.\nOther Requirements\nOwn Vehicle would be Preferable\nResponsibilities:\n1) Solutions Analysis: Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents.\n2) Testing: Use product specifications to design test procedures and standards.\n3) 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.\n4) Engineering Solutions Design: Implement feasibility testing of proposed engineering solutions, under supervision, to provide feedback and contribute to validation of the design.\n5) Engineering Drawings: Create engineering drawings to support the communication, evaluation, and implementation of engineering solutions.\n6) Equipment Installation: Help to install complex systems and conduct inspections of equipment with guidance.\n7) Data Collection and Analysis: Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.\n8) 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.\nEducationalRequirements: Post-Secondary Non-Tertiary Education\nGeneralExperienceRequirement : Experienced practitioner able to work unsupervised (13 months to 3 years)\nManagerialExperienceRequirement : Very limited (0 to 3 months)","description_format":"text","description_chars":6960,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Power Grid","Electrical Equipment & Cables"],"lifecycle":[{"event":"open","at":"2026-10-04T08:55:53Z"},{"event":"open","at":"2026-10-29T06:47:45Z"}],"visa":[],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.753,"p_room":0.44,"age_days":132,"expected_fill_days":91,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/lucy-group-service-team-leader","json_url":"https://alion.io/job/lucy-group-service-team-leader.json","meta":{"generated_at":"2026-11-02T14:18:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19761,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2525526},"rest":"https://alion.io/mcp/rest/get_company?id=2525526"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flucy-group-service-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flucy-group-service-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flucy-group-service-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lucy-group-service-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flucy-group-service-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1823979}},{"tool":"search_jobs","arguments":{"company":"lucyelectric.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1823979},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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