1
TBA, Service Manager GMH, Bay of Plenty/Waikato
ervice Supervisor
WHO YOU REPORT TO
 Branch Manager, GMH
WHAT YOU ARE RESPONSIBLE FOR
 Manages the performance and development of the Technicians.
 Delivers excellent customer service every time; manages the customer communication for all service/repair work including providing technical and product knowledge expertise.
Repairs are completed to standard and meet customer expectations.
 Manages the quotation and invoicing process.
 Manages Bay of Plenty/Waikato workshops.
 Manages the WIP process.
WHAT SKILLS AND EXPERIENCE YOU NEED
 5 years + experience in the material handling or related industry with a minimum of 2 years in an entry level leadership role i.e. Lead Hand.
TBA
2
 Previous exposure to/understanding of quotation and invoicing processes.
 Understanding of operational processes as they relate to a parts and service business.
 Experience in working directly with customers and building positive customer relationships.
 Full drivers licence.
TBA
3
KEY ACCOUNTABILITIES AND RESULT AREAS
Health and Safety
Gough Group has an expectation that safety is the upper-most priority for our leaders/team members.
Group’s business values, compromise in terms of safety of our employees is not acceptable.
Mindset:
Structure:
Skill Set:
As this standard is central to the Gough
Percentage
20%
No compromise – Safety First.
Use the H&S systems that operate each and every time. No exceptions.
Target the human factors that cause accidents – “See It, Say It, Move It”.
KEY ACCOUNTABILITIES AND RESULT AREAS
Operational Compliance
Compliance with all legislation, facilities management, asset management and financial processes/policy.
Percentage
10%
KEY ACCOUNTABILITIES AND RESULT AREAS
Team Leadership
Be a great leader to your team
 Provide leadership and direction to your team.
 100% completion of monthly performance briefings.
 Support and promote the Gough Group Vision with a constructive leadership style.
Percentage
30%
KEY ACCOUNTABILITIES AND RESULT AREAS
Financial
Contribute to the positive financial performance of the branches to achieve/exceed targets.
 Manage labour efficiencies to meet target
 Manage WIP to meet target
 Quotation and invoicing processes are accurate
 Manage Fleet R&M to budget or better
 Ensure external invoicing budgeted margins are achieved
TBA
Percentage
20%
4
EY
KEY ACCOUNTABILITIES AND RESULT AREAS
Customer Experience
Deliver excellent customer experience.

Deliver on time in full on budget.

Customer communication for all service/repair work is accurate and timely and customer is kept well informed during the repair process.
Repairs are completed to standard and meet customer expectations.

Add value by providing technical and product knowledge to customers.

Jobs are invoiced on time.
OUNTA
Team Member’s Signature:
Manager Name:
Manager Signature:
BILITIES
AND RESULT AREAS
Project
TBA
Percentage
20%
5
GOUGH GROUP VALUES

We Always Work Safe
o
Safety is paramount in everything we do.
o
No compromises , no exception
o
We look out for each other.
o
We recognise our people and their value.

We Get
o
o
o
Things Done
Be proactive.
Don’t wait.
Make a decision.

We Are
o
o
o
o
Courageous
Have the courage to make change.
Be innovative.
Embrace a pioneering spirit – our legacy that has gone before us.
Enable the team.

We Are
o
o
o
o
o
Family
One Team – One Company.
Proud to be NZ owned and operated.
Be part of the team
Enjoy the experience
Work together and respect each other.

We Will Aim High
o
Set high standards.
o
Be ambitious.
o
Exceed expectations.
o
Strive for achievement.
o
Create an environment of achievement.
o
We will acknowledge and reward success.
Team Member’s Signature:
Manager Name:
Manager Signature:
TBA
6
TBA