- 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 Sections 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 complies 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
- Grade 12 with technical trade qualification.
- BTech or B Engineering, BWE leadership development course (MMDP) will be beneficial.
- Basic management qualification is 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
- Relevant SAP/CRM exposure, experience in a similar role and environment
- Familiar with Caterpillar information system (SIS)
- Good communication (written, verbal and presentation) and effective negotiation skills
- Ability to work independently, under pressure and meeting deadlines
- Show initiative by thinking creatively and High level of computer literacy (including relevant SAP exposure)
- Good knowledge of Earthmoving equipment and relevant industry
