Key Output
• Gain intimate knowledge of the customer’s business, understand their requirements and act as a key partner to achieving set business performance targets.• Use experience and available resource to accelerate and influence the delivery of interim containment and permanent corrective actions to mitigate the impact of product issues.• Co-ordinate and manage subject matter expert and OEM representative’s deliverables in contribution to site health.• Implement and run to completion continuous improvement programmes to improve the performance and productivity of the equipment on site.• Analyse the site performance on a continuous basis and proactively address emerging issues before they have an impact on the customer business (both CAT/Barloworld and 3rd party suppliers on the equipment)• Build long term relationships with the customer – own the customer experience and drive net loyalty score.• Tracking and reporting of site performance trends and key performance metrics, Availability, Utilisation, • Cost per Ton, Cost per hour, MTBF, Productivity and the Customer Experience and trending them with similar fleets.• Acts as a performance consultant with customers in mind (a trusted partner) through establishing and maintaining effective relationships with internal and external customers.• Co-develop, implement and manage product support and equipment management processes at site with the customer, CAT and site management.• Develop equipment performance baseline and trends and work with relevant stakeholders to understand variation and downtime drivers.• Influence the CAT brand perception on sites and create a favorable customer experience.• Grow market share and recognize new sales and aftersales opportunities.
Qualification, Experience and Competencies
• National Diploma / bachelor’s degree in a relevant Engineering discipline • A Post graduate qualification in Management or equipment Asset Management advantageous.• > 5 years operational management experience (Site Management or OEM)• > 3 years equipment performance management experience • Working experience of CMMS and ERP systems• Working experience of MS Office & project management• Understanding of Life cycle costing, cost per ton drivers and product problem management.• Extensive knowledge of the mining industry & site operations, CAT product application, CAT technology offering, Maintenance & Repair best practices• Analytical thinking (L3); Judgement (includes Decision Making) (L2); Verbal and Written Communication (Including listening) (L3); Drive, Energy and Initiative (results-focus) (L3); Networking and Liaison (L3);Influence and Negotiation (L3); Practical Execution Management (Planning, Organising & Monitoring) (L2); Innovation
