Key Output
• Manage service support staff, budget and perform cost control• Provide technical support to service support technicians and service team• Relationship building with external and internal customers• Proactively liaise with Principal to resolve problems and issues and build relationships going forward• Manage costing team and CRM/SAP related issues• Manage the Warranty process and provide support to Warranty Technicians• Manage Section’s Work in Progress, Productivity and Profitability• Ensure all problems are dealt with as quickly as possible• Open relationships conducive to collaborative problem-solving• Effective control of Work-in-Progress• Perform site audits on equipment and resolve warranty related issues• Liaise with CAT product support regarding technical issues and warranty related matters• Ensure Section comply to Statutory compliance, Contamination Control standards, Service Operational Review and Service Excellence requirements.• Prepare and oversee proposals to customers including audit reports, service work, upgrade work outages scope of work and MS Project schedules
Qualification, Experience and Competencies
• Grade 12 with technical Trade qualification.• Btech or B Engineering, BWE Leadership Development Course (MMDP) will be beneficial.• Basic management qualification beneficial• 10 years post Qualification experience as Technician, Supervisor, Foreman or Section Manager.• Good understanding of machine operating systems.• Well experienced in Machine Troubleshooting.• 5 to 7 years business experience of which at least 3 years managing in a Service environment/customer interface• Relevant SAP/CRM exposure, experience in a similar role and environment• Familiar with Caterpillar information system, (SIS,SIMSI)• Good communication (written, verbal and presentation) and effective negotiation skills• Ability to work independently, under pressure and meeting deadlines• Show initiative by thinking creatively and High level of computer literacy (including relevant SAP exposure)• Good knowledge of Earthmoving equipment and relevant industry
