Job Description

We are a global technology company developing innovative solutions for mining, tunnelling, and construction, improving project safety, environmental impact, and productivity. We offer premium equipment, all-round aftermarket services and high-quality chemicals and rock support as our core products to our customers. We operate globally in over 30 countries with more than 1,800 experts. At Normet, we commit to a culture founded in our Values - Caring, Committed & Courageous. We foster your talent, with us you shine.
POSITION INFORMATION
JOB TITLE
Technical Manager: Africa
Date JD Last Updated
25 May 2025
REPORTS TO
General Manager: Services: Africa
Departmental Manager Approval
DEPARTMENT
Service Sales
HR Manager Approval
DIVISION
Services
Director Africa Approval
APPROVED JOB GRADE
Incumbent Acceptance
MAIN PURPOSE OF THE JOB
WHY DOES THIS JOB EXIST AT NORMET
The purpose of this job is to manage the day-to-day Technical Queries, and developments within the region. Responsible and accountable for the day-to-day management of the technical services department (Product Master management, warranties, dealer and customer queries), as well as ensuring sound quality systems, and training material for use within Normet Africa.
ORGANISATION STRUCTURE

Director Africa
General Manager: Services
Technical Manager: Africa
MINIMUM REQUIREMENTS
EducationBachelors Degree in Engineering or Similar

Experience and knowledge requirements5 Years in a Similar Field within an OEM

Other (knowledge and skills), e.g. understanding of relevant legislation, knowledge of relevant company proceduresUnderstanding and technical knowledge of Trackless Machines and related sub-systems in an underground mining operation Champions fleet uptime across the region. Understanding of the Occupational Health and Safety Act, and related safety guidelines Understanding of warranty metrics (MTTR and MTBF). Ability to articulate thoughts clearly and lead a client Meeting

BUDGET MANAGEMENT (if applicable, approximate value)
Operational budget per annum
Euro 1.5m-3m
Capital expenditure per annum
Euro 1m
SPECIAL CIRCUMSTANCES (e.g. travel, working after hours, geographic responsibility, etc.)
Travelling required throughout the Africa region to ensure working performance standards are adhered to.
Working after hours may be required in order to support clients running a 24-hour working fleet.
KEY PERFORMANCE AREAS (KPA'S)
KPA'S
CORE ACTIVITIES & ACCOUNTABILITIES
(RACI) R - responsible, A - accountable, C - consulted, I - informed
KPA 1
Technical ManagementManage technical support, product master portfolio to optimize customer response times, and improve fleet uptime. Warranty Case Management-ensuring that the customer receives the best support possible on warranty cases. Closure duration and customer satisfaction rates to be measured in warranty cases. Managing PDS implementation within Southern Africa. Budgeting and Managing the upgrades and modifications portfolio, and driving growth within the African region.


KPA 2
TrainingResponsible for creating and delivering the training budget. Creating and delivering materials for training, resulting in a standardized training portfolio. Management of the day-to-day product master staff contingent. Development of a training plan for the technical staff, based on a Gap Analysis

KPA 3
Quality PortfolioCreation of quality check document templates and implementation across the region. Lead role in ISO 9001 implementation. Identifying key customer satisfaction metrics and following up.

COMPETENCIES & SKILLS
CORE COMPETENCIES (which competencies are critical to ensure success in the job) e.g. technical skills, computer skills, leadership skills, project management skills, ability to work under pressure, customer centric, communication skills (written & verbal), people management skills, business acumen, strategic thinker etc
GENERAL COMPETENCIES e.g. planning & organising, collaboration skills, problem solving skills, results oriented, best practice application, innovation etcSound Leadership Skills - Ability to Mentor and Develop Employees
Problem Solving Ability-Ability to navigate and troubleshoot customer problems


Project management Skills-Ability to provide the customer with time-bound milestones
Systemic thinking-capability to logically navigate a problem Ability to guide implementation teams on new software implementation Business Development skills. As custodian of the department the field service manager should also be able to sell his departments services
Safety Legislation Awareness- develops, maintain and improves on safety processes and systems Customer Centricity - High EQ under tough client facing situations
Technically strong - Ability to understand a process behind complex system repairs Able to challenge the status quo on repair timeframes, as a result improving profitability on jobs, and minimising downtime. Change leader for efficiency, productivity and best in class workmanship Commercially Astute - awareness of finance KPIs and ability to track and ensures costs don't overrun on sites Management of WIP cycles to ensure steady cashflow
Understanding of large customer fleet management-uptime, site team reporting KPIs and customer satisfaction KPIs Negotiation Skills
Come and share your courage to shine with us!

About Us


EVERYONE HAS COURAGE TO SHINE


in a courageous, committed and caring company.

We are NORMET, a passionate team of over 1,800 professionals with a global reach and a Nordic heart - on a mission to be Defining The Future Underground.


Together with our customers, we have courage to lead the way in sustainable underground mining and tunnelling by building the safest places underground.

We explore and deliver continuous improvement to underground construction and mining processes for increased safety, productivity and profitability.
We are committed to solving the toughest challenges and to create lifetime value, while first and foremost caring for the welfare of people and the environment.


Through our innovation, our own technologies and complete solutions, we are shining a light to the future of our industry.

This is why we are trusted by our customers and growing fast: as the daring company who cares for every individual in our winning team, on our one and only planet.