Job Description

GENERAL ACCOUNTABILITY:

With a direct report to the Manitou Centre General Manager, this position has responsibility for management of the Aftermarket department, in Service and Customer support. The Aftermarket Manager is responsible for ensuring profitability of the Manitou Centre's Aftermarket division.

The primary focus is on managing the activities and operations related to customer service and support.

DUTIES AND RESPONSIBILITIES:

Customer Support:

o The Aftermarket Manager oversees the customer support business functions & process, ensuring that customers receive prompt and effective support with any issues, inquiries, or complaints they may have after purchasing a Manitou product or service.

Problem Resolution:

o The Aftermarket Manager is responsible for resolving any problems or issues that arise post-sale, whether they involve product defects, delivery delays, or dissatisfaction with the service provided.

Team Management:

o The Aftermarket Manager leads a team of Workshop and Field service Managers, Supervisors and or support staff, providing guidance, training, and support to ensure that the team delivers high-quality after- sales services to customers.

Process Improvement:

o The Aftermarket Manager continuously evaluates and improves the after-sales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. This may involve implementing new technologies, streamlining workflows, or introducing new service offerings.

Relationship Management:

o The Aftermarket Manager builds and maintains strong relationships with customers, ensuring that their needs are met and that they remain satisfied with the company's products and services. They may also liaise with other departments, such as sales, marketing, and product development, to address customer concerns and improve the overall customer experience.

Data Analysis:

o The Aftermarket Manager analyzes customer feedback, support tickets, and other relevant data to identify trends, issues, and areas for improvement. This data-driven approach helps them make informed decisions and implement targeted solutions to enhance after-sales service quality.

Performance Monitoring:

o The Aftermarket Manager tracks key performance indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics to assess the effectiveness of the aftersales support operations and make adjustments as needed.

Compliance and Quality Assurance:

o The Aftermarket Manager ensures that the aftersales activities comply with relevant regulations and quality standards, such as industry regulations and company policies. This includes monitoring compliance with service level agreements (SLAs) and implementing quality assurance measures to maintain high service standards 1.

EDUCATION:

Bachelor's qualification in Engineering (Industrial / Mechanical/ Electrical/ Mining) as well as proven industry experience.

Post graduate qualification in business administration will be an advantage.

EXPERIENCE:

10 Years of Experience in Aftermarket or Operational Management

COMPETENCIES AND SKILLS:

Ability to develop & manage aftermarket strategic and operational scopes

Technical and business understanding of industrial mining, construction & agriculture industries.

Outstanding consultative abilities and excellent interpersonal skills with executive-level customers and partners.

Ability to work collaboratively with colleagues and staff to create a result-driven, team-oriented environment.

INTERNAL/EXTERNAL CONNECTIONS:

Works in partnership with departments within Manitou Centre and Manitou Group to ensure close alignment.

Represents the company as appropriate in its relationships with major customers, suppliers, and competitors

LOCATION & EXPECTED TRAVEL:

This position is based in Proton Industrial Park, Kempton Park, South Africa, and requires regional and International Travel.

Job Types: Full-time, Permanent

Application Question(s):

How many years Data Analysis exposure do you have? Do you have OEM and/or Mining Industry experience? What is your current basic CTC? What is your expected basic CTC? What is your notice period? How did you know about the vacancy? Do you have a BEng Qualification?
Experience:

Aftermarket or Operational Management: 10 years (Required)
Work Location: In person

Application Deadline: 2026/01/20