Service Section Manager Level:2 Global Grade 12

South Africa·Middelburgmid

Other

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Overview

Key Outputs Manage service support staff,

Technical Tools

Other

Manage service support staff, budget and perform cost control
Provide technical support to service support technicians and service team
Relationship building with external and internal customers
Proactively liaise with Principal to resolve problems and issues and build relationships going forward
Manage costing team and CRM/SAP related issues
Manage the Warranty process and provide support to Warranty Technicians
Manage Section’s Work in Progress, Productivity and Profitability
Ensure all problems are dealt with as quickly as possible
Open relationships conducive to collaborative problem-solving
Effective control of Work-in-Progress
Perform site audits on equipment and resolve warranty related issues
Liaise with CAT product support regarding technical issues and warranty related matters
Ensure Section comply to Statutory compliance, Contamination Control standards, Service Operational Review and Service Excellence requirements.
Prepare and oversee proposals to customers including audit reports, service work, upgrade work, outages scope of work and MS Project schedules
Relationship building with external and internal customers
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
Ensure all problems are dealt with as quickly as possible
Open relationships conducive to collaborative problem solving
Effective control of Work-in-Progress

~1 min read

Matric or equivalent
B.Engineering ( Mechanical or Electrical) degree , or must be a Caterpillar-certified earth-moving technician
Basic management qualification beneficial
10 years post Qualification experience as Technician, Supervisor, Foreman or Section Manager.
Good understanding of machine operating systems.
Well experienced in Machine Troubleshooting.
5 to 7 years business experience of which at least 3 years managing in a Service environment/customer interface
Good communication Skills, (written, verbal and presentation) skills
Effective negotiation skills
Ability to work independently, under pressure and meeting deadlines
Show initiative by thinking creatively
Good knowledge of Earthmoving equipment and relevant industry
High level of computer literacy (including relevant SAP exposure)
Must be self Motivated and an effective leader
Have the ability to Influence
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.
Good Customer relations.