Product Support Manager Global Grade 12

3 weeks ago


Middelburg, South Africa Barloworld Equipment Full time

**Key Output**
- Generate parts and service turnover
- Manage the Customer Service Representatives.
- General administration and management of the department.
- Achievement of a team environment that enables maximum productivity and profitability (includes management of HR value chain).
- Effective self-management and performance ownership.
- Build and maintain effective relationships with customers, colleagues and principals through effective communication and follow-through;
- Drive achievement of regional financial targets through the Balanced Scorecards.
- Identify the organisation’s strengths and weaknesses in terms of component rebuilds
- Respond to opportunities and threats in the CRC market environment
- Ensure strategies lead to a continual growth in the component business.
- Develop and implement pricing strategy for component rebuilds
- Develop the marketing competencies for components in the operations
- Understand competitive status and develop counter strategies
- Carry out regular marketing audits to monitor sales performance of components
- Constantly revise the CRC business plan in terms of market conditions; analyse and report on CRC business performance
- Special pricing on parts, marketing strategies and after sales incentive schemes negotiated with Caterpillar
- Manage the fleet effectively

**Qualification, Experience and Competencies**
- B. Engineering degree or B.Tech Diploma.
- Must be a Caterpillar-certified earth-moving technician
- Qualified Artisan or Applicable Engineering Diploma / Degree
- Good knowledge of Earthmoving equipment and relevant industry
- Good communication (written, verbal and presentation) and negotiation skills
- Ability to work independently, under pressure and meeting deadlines
- Willing to travel as and when required
- Show initiative by thinking creatively
- High level of computer literacy (including relevant SAP exposure)
- 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
- Track record in CRM
- Good understanding of equipment management and process management methodology
- Presentation and communication skills
- Good Customer relations
- Influencing and Negotiation
- Problem solving
- Analysis
- Innovation / Creativity
- Assertiveness (Includes Willingness to challenge and confront)
- Decisiveness / Action Orientation
- Investigative Orientation (Probing/Information seeking)
- Commercial orientation / Applied Business Numeracy
- Practical Execution Management (Planning and Organising)
- Networking / liaison
- Customer Service Orientation / Customer Responsiveness
- Organisational awareness
- Mechanical ability
- 5 years’ experience managing in a customer support environment.
- Management experience in the customer interface
- Track record in leading / managing people in a team-based & participative environment
- Entrepreneurial flair
- Very good people management skills



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