The ROC Team Lead will support and be a point of escalation for the ROCs to ensure the smooth and efficient functioning of the CSS Teams daily activities.
They act as the link between various departments, ensuring that operations are executed efficiently, deadlines are met, and resources are allocated effectively.
Duties:
Operational Support
• Efficiently coordinate, manage, schedule and dispatch engineers and sub-contractors for service visits, callouts, planned maintenance and other business activities.
• Leave and absence planning to ensure uninterrupted regional coverage.
• Collaborate closely with the Spares Department to schedule and coordinate the delivery of parts, ensuring they coincide with planned service visits or return repair visits.
• Monitor daily operations and ensure processes are running smoothly.
• Ensure all service contract obligations for the regions are met.
• Work closely with internal departments including sales, operations, technical and design to drive regional performance and address operational challenges.
• Customer Interaction: Act as a primary point of contact for incoming customer queries, delivering swift and effective resolutions that enhance client satisfaction
Project Coordination:
• To be the lead in quoting, co-ordinating, scheduling and managing all international jobs.
• Assist in managing and tracking ongoing projects to ensure they stay on time and within budget.
• Help maintain project schedules, track deliverables, and communicate progress with key stakeholders.
• Identify potential risks or bottlenecks in processes and provide recommendations for improvement.
• Liaise with internal teams to support service delivery and coordinate the installation and commissioning of new projects and upgrades, ensuring timely and quality outcomes.
Administrative Support:
• Maintain records of key operational metrics and project timelines.
• Manage correspondence and communications related to operational tasks both internally and externally.
• Oversee the regions invoicing process and pursue purchase orders to ensure timely revenue recognition for every job.
Budget & Cost Management:
• Oversee and audit all engineers time sheets and provide monthly reports to the National Service Manager.
• Assist with monitoring budgets for various projects or operational departments.
• Help track expenses and prepare financial reports for operational activities. • Work with the finance team to ensure all purchases and expenditures are aligned with budgetary goals.
• Oversee the invoicing process and diligently pursue purchase orders to ensure timely revenue recognition for every job.
Reporting:
• Monitor and report on a periodic basis scheduling performance metrics.
• Provide regular service performance and productivity reports on a periodic basis.
• Provide general support to department heads and other team members.
• Communicate effectively with all levels of staff to ensure clear operational objectives.
• Prepare reports, presentations and data analysis on regional performance, challenges and opportunities.
Problem Solving & Process Improvement:
• Analyse operational processes to identify inefficiencies
• Recommend and implement process improvements to enhance operational productivity.
• Troubleshoot and resolve issues related to daily operations in a timely manner
• Provide actionable insights to support strategic decision-making