The Planner will assume the responsibility for the planning, organizing, leading, controlling, monitoring and execution of planned and unplanned After- Sales/Service activities in order to sustain and strengthen the ongoing relationship between our customers in our core business areas namely GEA Equipment Sales, Solutions Sales and Service throughout the Equipment, Solution or Service product life cycle. This role demands an aptitude to deliver high quality workmanship, communication effectiveness and the ability to foster trusting relationships with colleagues and clients to ensure the retention of our customers. The role requires the individual to provide 1st level Technical support to Field Service Engineers and trainees. The role entails the individual to be the face of the organization.
The Service BA consist of sales & service teams which supports the Equipment BA and Solution BA activities and is lead by the Head of Service.
The Planner will assume the responsibility for the planning, organizing, leading, controlling, monitoring and execution of planned and unplanned After- Sales/Service activities in order to sustain and strengthen the ongoing relationship between our customers in our core business areas namely GEA Equipment Sales, Solutions Sales and Service throughout the Equipment, Solution or Service product life cycle. This role demands an aptitude to deliver high quality workmanship, communication effectiveness and the ability to foster trusting relationships with colleagues and clients to ensure the retention of our customers. The role requires the individual to provide 1st level Technical support to Field Service Engineers and trainees. The role entails the individual to be the face of the organization.
The Service BA consist of sales & service teams which supports the Equipment BA and Solution BA activities and is lead by the Head of Service.
THE POSITION
The Planner typically plans, lead and control and execute the tasks of installation and commissioning of equipment, planned and unplanned maintenance and repairs, servicing of equipment as per maintenance schedules, rebuilding of equipment and upgrades & modernization of equipment. These activities are performed mostly on the customers site but based on the complexity and operational requirements can also be done in-house in our workshops. The position also entails the identification of customer needs, service opportunity leads and communication thereof to the Service Sales and Service Branch teams, supervisory tasks and customer training. S/he will be the face and first contact of GEA to and with the customer. S/he will adhere to high ethical standards, and comply with all regulations/applicable laws and corporate governance. Their efforts place an equal priority on the after sales delivery to BA Equipment and BA Solutions.
The Planner will operate in but not limited to the location as indicated above.
The Key Responsibilities & Priorities For The Role
- Sale of service work across all Product Groups - Identify new clients (3rd Party) and optimize business from existing customer base by identifying service opportunities and leads and communicate it to the responsible GEA personnel;
- Performing and Executing of Service Work and Service Projects to the highest standards and levels of quality;
- Customer relations development;
- Managing/documenting service project and contracting opportunities with key and new clients;
- Marketing of our brand and business;
- Service Administration - Finance
- Improvement of the EBIT margin in service;
- Ensure that the budgeted monthly turnover is exceeded;
- Check and sign service costing prior to invoicing in conjunction with Service Branch Manager;
- Debtors - resolve technical invoice queries/disputes;
- Manage operational input IMAX 6 Call Status.
- Planning and scheduling of work together with Service Branch Manager, Administrators & Coordinators and Branch Controllers;
- Arranging Field Service Engineers daily work;
- Accurate time keeping of all work performed (signed timesheets submitted daily and approved);
- Managing Work in Progress and ensuring jobs are completed within quoted timeframes or as per agreement with customer;
- Liaising with the Service Branch Manager, Administrators & Coordinators and Branch Controllers and/or customer on progress of work;
- Monitoring efficiencies of staff;
- Taking after-hour service and breakdown calls, co-ordinating with Field Service Engineer and liaising with customers on progress of work;
- Quality of workmanship;
- Monitoring and controlling of N/A;
- Providing high level or 1st Level Technical support and technical direction to service personnel;
- Identify training needs for FSEs;
- Ensure that service vehicles are serviced and maintained;
- Ensure that proper safety procedures (use of safety equipment) are adhered to on site as per GEA QHSE and local law requirements;
- Ensure all personnel are equipped with safety equipment (PPE) and documentation is up to date;
- Be professional in their dealings and communication with the customer;
Planning
- Assist with troubleshooting of GEA equipment and non-GEA manufacturers equipment;
- Planning of planned and unplanned services and maintenance and repairs to equipment of all types and sizes as per applicable GEA SOPs and maintenance manuals;
- Planning of Installation and Commissioning of Equipment;
- Planning of Overhauls, rebuilds, upgrades and modernization of customer equipment;
- Ensuring tasks are adhered to as per the defined and strict schedule to meet the deadline;
- Carry out site visits and monitor site performance;
- Gathering and classifying data using various measuring equipment applicable to the equipment;
- Coordinate with other departments for various purposes like budget expenditures, deadlines and other technical support;
- Preparation of estimates for repairs and maintenance, installation and commissioning of equipment;
- Maintaining of records of repairs and maintenance of equipment requiring future service as per maintenance schedules, corporate governance, legal requirements and customer requirements;
- Coordinating of work schedules with other departments and shops in order to keep inconvenience to a minimum;
- Ensuring that all quotations are done as per GEA standards and as per agreed margins.
- Ensuring that all procurement is done in accordance with the ERP system requirements.
- Ensuring that all job files are maintained as per GEA standards.
- Ensuring that all WIP is kept up to date and as per GEA standards.
- Ensuring that all invoicing is done in accordance with ERP system and on time.
- Check and sign service costing prior to invoicing.
- Ensure that all local expense sheets, etc. are maintained and managed.
- Debtors - resolve technical invoice queries/disputes.
- Ensuring that all aspects of human resource management is implemented and managed leave, sick leave, social welfare, office facilities, employment contracts, etc.
- Ensure that proper safety procedures (use of safety equipment) are adhered to.
- Ensure all personnel are equipped with safety equipment (PPE) and documentation is up to date.
- Employ and ensure adequate training for new technicians in region to suit growth.
- Develop market through building customer relations (existing clients) and new opportunities. Sale of service work - Identify new clients (3rd Party) and optimize business from existing customer base.
- Develop expansion plan for development in Cape Town and surrounding areas together with National Marketing & Sales Manager and CSO Service General Manager.
- Internal customers: Employees, Service Managers, Planners, Service Administrators, Equipment & Solutions BA responsible, Service Project Execution, Service Sales, Service Support, Service Branches, Shared Service, Technical Support.
- External Customers: All Customers including Key Customers, Consultants, Service Providers, Competitors, Industry Associations
- Type of Communication: Proposals, Quotes, Letters, Memorandums, Electronic Communications, Presentations.
Candidate are likely to have earned a Certificate or Diploma or relevant qualification as an Artisan in one of technical fields relevant to our organization. The successful candidate will be a seasoned artisan/FSE with a minimum work experience of 5 years within our Industry. Correspondingly, the candidate should prove his/her ability to read and understand basic schematics and diagrams in his/her relevant field of expertise. The candidate should have sound knowledge of the Health and Safety acts, SANS 10147 and legal requirements pertaining to the industry and preferably have completed Health & Safety training courses.
Experience & Competencies
Based on the above-mentioned requirements, candidates for the Planner position have demonstrated abilities in the following areas:
Profound Experience In Either Of The Following Trades
- Mechanical
- Electrical AC & DC
- Millwright
- Fitter & Turner
- Refrigeration
- Basic & Intermediate Microsoft,
- Basic Business Finance, Supervisory, Negotiating, Project Management
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Cost Consciousness - Works within approved budget; Contributes to profits and revenue; Develops and implements cost saving measures; Conserves organizational resources.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organizations goals and values; Respects diversity.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources;
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect & consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Initiative - Volunteers readily; Undertakes self-development activities
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
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