Service Team Leader

Lucy Electric · Johannesburg

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

Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, with features such as remote operation and monitoring. Linking energy generation to consumption, the business specialises in high-performance medium and low-voltage switchgear for utility, industrial and commercial applications.

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