Key Outputs
• 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
• Relationship building with external and internal customers
• Proactively liaise with Principal to resolve problems and issues and build relationships going forward
Hold monthly meetings with key customers to discuss issues and problems and ensure a good relationship
• Ensure all problems are dealt with as quickly as possible
• Open relationships conducive to collaborative problem solving
• Effective control of Work-in-Progress
Qualification, Experience and Competencies
• Matric or equivalent
• B.Engineering ( Mechanical or Electrical) degree , or must be a Caterpillar-certified earth-moving technician
• 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
• Good communication Skills, (written, verbal and presentation) skills
• Effective negotiation skills
• Ability to work independently, under pressure and meeting deadlines
Show initiative by thinking creatively
• Good knowledge of Earthmoving equipment and relevant industry
• High level of computer literacy (including relevant SAP exposure)
• Must be self Motivated and an effective leader
• Have the ability to Influence
• Good knowledge of Caterpillar components and relevant industry.
• Business development skills and knowledge.
• Strong technical background in equipment management.
• Financial management skills.
• Strategic management ability.
• Track record in leading / managing people in a team-based and participative environment.
• Exposure to business planning / budgeting processes and strategic planning processes.
• Good Customer relations.