Service Manager Global Grade 13

Key Output

• Effective relationship building with external and internal customers

• Ensure customer satisfaction by implementing strategies and meeting customer needs

• Direct faults and warranty claims to SEM .

• Identify the organisation’s strengths and weaknesses

• Respond to opportunities and threats market environment

• Ensure strategies lead to a continual growth in the SEM Business.

• Develop and implement pricing strategy for SEM Business

• Develop the marketing competencies for SEM product range in the operations

• Understand competitive status and develop counter strategies

• Carry out regular marketing audits to monitor sales performance of components

• Constantly revise the CRC business plan in terms of market conditions; analyse and report on CRC business performance

• Ensure service work is carried out in compliance with quality standards (OEM Guidelines)

• Apply Warranty policies and procedures this includes Warranty decisions and Service Warranty investigations.

• Computer literacy

• Understand Warranty policy

• Ensure Outputs of Service Audits are achieved

• Effective control of team expenses and Work-in-Progress

• Understand Earthmoving machinery Application and Operation

• Read and interpret SOS Reports

• Able to compile technical and failure report

• Experience earthmoving Machine diagnoses, repair and failure analysis

Qualification, Experience and Competencies

• Qualified Artisan or Applicable Engineering Diploma / Degree

• Minimum 5 years management experience in the customer interface.

• Good knowledge of Earthmoving equipment and relevant industry;

• 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;

• High level of computer literacy (including relevant SAP exposure);

• Minimum 3 years management experience in the customer interface.

• Good knowledge of Caterpillar components and relevant industry;

• Knowledge of CAT ET,SIS, SIMSi and DSN- advantageous

• Knowledge of CAT Warranty processes - advantageous