About this role
Key Outputs
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Manage service support staff, budget and perform cost control
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Provide technical support to service support technicians and service team
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Relationship building with external and internal customers
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Proactively liaise with Principal to resolve problems and issues and build relationships going forward
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Manage costing team and CRM/SAP related issues
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Manage the Warranty process and provide support to Warranty Technicians
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Manage Section’s Work in Progress, Productivity and Profitability
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Ensure all problems are dealt with as quickly as possible
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Open relationships conducive to collaborative problem-solving
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Effective control of Work-in-Progress
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Perform site audits on equipment and resolve warranty related issues
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Liaise with CAT product support regarding technical issues and warranty related matters
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Ensure Section comply to Statutory compliance, Contamination Control standards, Service Operational Review and Service Excellence requirements.
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Prepare and oversee proposals to customers including audit reports, service work, upgrade work, outages scope of work and MS Project schedules
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Relationship building with external and internal customers
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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
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Ensure all problems are dealt with as quickly as possible
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Open relationships conducive to collaborative problem solving
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Effective control of Work-in-Progress
Qualification, Experience and Competencies
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Matric or equivalent
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B.Engineering ( Mechanical or Electrical) degree , or must be a Caterpillar-certified earth-moving technician
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Basic management qualification beneficial
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10 years post Qualification experience as Technician, Supervisor, Foreman or Section Manager.
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Good understanding of machine operating systems.
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Well experienced in Machine Troubleshooting.
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5 to 7 years business experience of which at least 3 years managing in a Service environment/customer interface
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Good communication Skills, (written, verbal and presentation) skills
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Effective negotiation skills
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Ability to work independently, under pressure and meeting deadlines
Show initiative by thinking creatively
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Good knowledge of Earthmoving equipment and relevant industry
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High level of computer literacy (including relevant SAP exposure)
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Must be self Motivated and an effective leader
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Have the ability to Influence
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Good knowledge of Caterpillar components and relevant industry.
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Business development skills and knowledge.
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Strong technical background in equipment management.
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Financial management skills.
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Strategic management ability.
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Track record in leading / managing people in a team-based and participative environment.
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Exposure to business planning / budgeting processes and strategic planning processes.
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Good Customer relations.