Service Section Manager Level 2 Workshop Global Grade 12

Key Outputs

• 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

Qualification, Experience and Competencies

• 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.