Field Service Manager

REQUIREMENTS:

- Qualified in relevant trade (Diesel Mechanic/Heavy Earthmoving Equipment Mechanic etc) with minimum of 5 years experience
- Minimum three years Field Service experience with a proven track record
- Minimum 5 years Management experience
- Face drill and roof bolter experience
- In-depth knowledge of underground mining industry
- Hydraulic & Electric systems knowledge
- Computer Literate (Word, PowerPoint and Excel), with the ability to compile reports with graphs, charts etc.
- Preventative maintenance experience would be an added advantage
- Strong supervisory and management skills
- Entrepreneurial skill and ability to think outside the box
- Valid driving licence
- Good communication skills and fully bilingual.
- Ability to work under pressure and to accept accountability for performance of Field Service Representatives.
- Customer service orientated and liaison.
- Selling skills to sell field service work e.g., engine services, component repairs, line boring etc.
- Strong leadership skills
- Ability to work independently
- Responsible for the meeting of deadlines and targets.
- Driven, results orientated with strong time management, prioritization and organizational skills.
- Must be willing to work in a team and with various stake holders.
- Must be able to work well under pressure.
- Accurate, detail orientated and technical.
- Quick thinker and good problem solver.
- Systematic and structured.

DUTIES AND RESPONSIBILITIES
- Manage field service team to provide optimum customer service
- To ensure that all Company equipment and machines, in the designated area allocated, are properly maintained by establishing a good relationship with the responsible customers personnel
- Assist in goal setting, skill enhancement and performance reviews activities for field service staff
- Conduct monthly inspections and audits on the machines
- Provide on the job guidance and training to the customers designated mechanics and operators as and when required
- Provide estimates and make suggestions on future maintenance, repairs and equipment needed for customers machines to the Aftermarket Sales Manager on a monthly basis
- Maintain safety standards and comply with the Companys safety instructions and requirements at all times
- Report processes or personnel that contravene safety, environment standards and practices
- Ensure company policies and procedures are followed by the team members
- Machine Audits:

- Assessing the general conditions of the customers machines, identify required spare parts, follow through on quotation up to finalization.
- Over Inspection:

- General visual examination of the machine focussing on areas of the machines that are known to provide problems if not addressed by the customer.
- Service Management:

- Resolve on-site technical problems and warranty claims, and ensure that the company Technician are seen by the customer as the specialist who will sort out all technical queries that the customer cannot handle themselves, whether it be for technical queries or for breakdowns.
- Technical Input/Management:

- Commission all new/trial/second-hand Mine Master Drills and Fletcher Roof Bolters as and when required.
- Advise clients of all operational, tooling, maintenance and consumables requirements.
- Ensure correct training is carried out on all commissioned machines and follow up on additional training requirements.
- Breakdowns:

- Ensure that breakdowns are repaired as soon as possible.
- Information Management:

- Ensure that effective communications systems are in place with key managers and staff, as well as Heads of Departments, to expedite the dissemination of information and provide for timely management reporting on a weekly basis.
- Support to Field Service Technicians:

- Facilitate the creation of an environment conducive to learning and performing for all Field Service Technicians in the allocated area, allowing for creativity and personnel development within the framework of the Branch activities.
- Field Service Quality Assessment:

- Assess the Field Service Technicians inspection/audits/reports on a monthly basis to identify concern as well as ensure that they meet the requirements of the Company standards to enhance the business by supplying the Branch Manager with a report on prospective business through the analysis conducted.
- Customer Relationship:

- Liaise with current representatives from client companies on a weekly basis; ensure that the desired Company image is projected at all times.
- Customer Complaints:

- Ensure that customer complaints and claims are treated as priority and resolved to everyones satisfaction.
- Evaluate complaints on a daily basis and escalate any serious complaints to the Service Manager. Investigate regular service failures and escalate to the relevant department heads.
- Resource Planning:

- To develop models on which to base recommendations to senior managers on resources required.
- Ensure continuous upskilling of