Product Support Manager

8 hours ago

East Rand, South Africa Unique Personnel Full time

**Job Number**
- 67119

**Job Type**
- Permanent

**Job Title**
- Product Support Manager

**Computer Skills**
- MS OFFICE

**Industry**
- Construction

**City**
- Ekurhuleni (East Rand)

**Province**
- Gauteng
- Responsible for Product Technical support to cooperate with our dealers and company network to support our customers (major contractors, mining/quarrying customers, rental, government/public tenders, etc.)

**Roles & Responsibilities**
- Product Support/Technical Support
- Assist all the dealers with technical enquiries and technical problems with machines to resolve product issues.
- Investigate into field information reports to identify notifications of serious problems.
- Determine the cause of problems and submit Field Information Report to factory to assist dealer and provide accurate feedback
- Receive and enforce service bulletin instructions to ensure compliance.
- Provide technical support to dealers (verbal and physical) to ensure products operate continuously.
- Provide technical support to all external customers, and conduct continuous monitoring of service and product quality.
- Perform any ad-hoc projects on request.

**Trainings**
- Perform training to delegates on specialized field on predetermined dates
- Compile up-to-date training material to relevant machines
- Conduct training to mechanics on technical report writing to ensure efficient reporting to customers

**Warranty Claims**
- Ensure continuous checking of Field Information Report to ensure warranty claims are processed timeously
- Conduct trend analysis on all warranty claims to identify possible trends in breakdowns
- Act as second judge warranty claims related to the applicable machine group the incumbent is responsible for.
- Consult and respond with dealers & customers’ questions and requests on maintenance and A/S service issues
- Assist the Product Support personnel of company HQ and Dealers in establishing Business relationship with International Key Accounts and local accounts.
- Support dealer performance evaluations in aspects of Parts business & A/S and organization or updates of dealer business improvement programs.
- Provide Product/Technical Support to company dealers, customers and company HQ
- Co-operate the company Personnel to improve current Dealer’s Capabilities & Capacities by Sharing Ideas & Providing Guidelines relating to dealers’ A/S and Parts business.
- Conduct business trips for Field audits, assessing dealer facilities and accompanying with business travelers from HQ
- Conduct Technical and product trainings
- Other special assignments and duties of a general or unspecified nature as may be required to achieve the overall effectiveness of product support for customers.**Inherent Requirements**

**Basic Requirement**
- More than 5 Year experience in Construction Equipment Sector like CAT(Barloworld equipment), Hitachi, Komatsu, Volvo(Babcock Africa), Bell equipment etc.
- Technical understandings of Excavators, Wheel loaders and TLB

**What Qualification**

**Minimum Qualification**
- Bachelors

**Status**
- Available

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