Key Outputs
• To run the after sales department and ensure adherence to good customer service protocol, and generate turnover, Leading the service operational team in a branch, giving stakeholders a targeted return on investment;• Development and marketing of component rebuild products and solutions to all internal and external customers;• To provide solutions for all Caterpillar equipment customers and to increase parts and service sales;• To drive profitable parts and service growth within the organization by realizing targeted returns for all key stakeholders; providing all EMP and non EMP customers with the lowest total owning and operating costs over the life of the machine• Generate parts and service turnover.• Manage the Customer Service Representatives.
• General administration and management of the department. • Achievement of a team environment that enables maximum productivity and profitability (includes management of HR value chain).• Effective self-management and performance ownership Build and maintain effective relationships with customers, colleagues and principals through effective communication and follow-through;• Drive achievement of regional financial targets through the Balanced Scorecards.• Identify the organisation’s strengths and weaknesses in terms of component rebuilds• Respond to opportunities and threats in the CRC market environment• Special pricing on parts, marketing strategies and after sales incentive schemes negotiated with Caterpillar• Manage the fleet effectively
Qualification, Experience and Competencies
• B. Engineering degree or B.Tech diploma. Must be a Caterpillar-certified earth-moving technician• Influencing and negotiation• Problem solving• Analysis• Innovation / Creativity• Assertiveness (Includes Willingness to challenge and confront)• Decisiveness / Action Orientation• Investigative Orientation (Probing/Information seeking)• Commercial orientation / Applied Business Numeracy• Practical Execution Management (Planning and Organising)• Networking / liaison• Customer Service Orientation / Customer Responsiveness• Organisational awareness• Mechanical ability• 5 years’ experience managing in a customer support environment• Management experience in the customer interface• Track record in leading / managing people in a team-based & participative environment • Entrepreneurial flair; Very good people management skills • Minimum 5-7 years of which Minimum 3 years management experience in the customer interface.
