Service Manager

3 weeks ago

Boksburg, South Africa Barloworld Equipment Full time

**Key Outputs**
- Manage and report on all key service deliverables, including all KPIs, attributes and safety.
- Involvement in high level technical disputes with regions, customers, and Caterpillar.
- Provide relevant technical expertise with regards to component rebuild and repair.
- Perform root cause analysis of failed components and parts.
- Ensure informative failure analysis reports are compiled and feedback given to all relevant parties.
- Ensure proper implementation of the use of parts reusability guidelines.
- Advise and assist in failure analysis outcomes.
- Ensure failure analysis database is maintained and updated.
- Provide expert technical support for Warranty resolution.
- Ensure Team and Personal Development Action Plan is in place and adhere to.
- Achievement of a team environment that enables maximum productivity and profitability.
- Performance management of team
- Competency development of team
- On Job supervision
- Staff & safety
- Achievement of team financials targets and Key Performance Indicators (KPI's).
- Ensure teams requirements complies with OEM standards and customer requirements.
- Ensure warranty policies and procedures are applied, including warranty decisions and Service

Warranty investigations.
- Ensure all relevant policies procedures, and guidelines are applied.
- Ensure effective relationship building with external and internal customers.
- Ensure outputs of Service Audits are achieved.
- Reporting of team measurables and prospects
- Ensure effective self-managed and performance ownership
- Effectively control team expenses and Work-in-Progress (Cat and Service warranty).

**Qualification, Experience and Competencies**
- Qualified Artisan [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic) or Applicable Engineering Diploma / Degree.
- 10 years' experience in a mechanical service environment.
- 5 years management experience in the customer interface (Managing a section or Site).
- Considered a technical expert on Caterpillar products.
- Technical Representative / Product Analyst / Technical Training Instructor > 5 years' experience will be an advantage.
- Strong trouble shooting, problem solving and failure analysis skills (Machines and components).
- Sound interpersonal relationship skills.
- Computer Literate (MS Office & applicable Caterpillar Systems).
- Expert knowledge of Earthmoving equipment and relevant industry.
- Assertive decision making based on findings and facts.
- 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.
- Sound understanding of Warranty policies & procedures.
- Customer Responsivenes

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