Job Description

Key Outputs

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Grow market share and recognize new sales and aftersales opportunities



Manager and lead the team of PSSR's to achieve set target and objectives.



Build, establish and maintain strong, long-term customer relationships and ensure customer solutions.



Own the customer experience and drive net loyalty score.



Leads solution development and innovative efforts and ideas as identified and developed in conjunction with



the Customer service team (CST) and regional BWE operations to meet customer needs.



Handles complaints and problems in a timely and effective manner.



Meets account performance objectives and customer expectations.



Growth of new and potentially significant customers.



Achieves After Sales performance metrics



Relevant reporting.



After Sales funnel management



Identify and visit potential customers to achieve incremental parts sales



Identify and implement marketing strategy



Implement actions reflected in an annual marketing plan



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 resources 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 programs to improve the performance and productivity of the equipment on site.



Analyses 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)



Tracking and reporting of site performance trends and key performance metrics



Be the 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.



Conduct Cat Care and customer events, training, and customer visits



Provide Parts Product expertise to assist PSSRs, ISRs, Parts Counter, Machine Sales, Rental, Used Equipment, and Power Systems with their sales efforts



Develop equipment performance baseline and trends and work with relevant stakeholders to understand variation and downtime drivers.



Create a coverage and sales strategy for assigning customer accounts to sales channels, optimise coverage and set staffing levels


Influence the CAT brand perception on sites and create a positive customer experience.



Budgeting and managing of parts and after sales income and expenses