About this role
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.