Job Description

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