Product Support Manager Global Grade 12

Barloworld Equipment (Pty) Ltd; Bellville; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Barloworld Equipment (Pty) Ltd is hiring a Parts, Service and Sales Specialist to grow market share, lead PSSRs, and enhance customer relationships. You will own the customer experience, drive loyalty, and coordinate with CST and regional operations to meet customer needs.

The role requires technical understanding, strong sales acumen, and a proactive mindset. Responsibilities include growth of parts sales, managing After Sales funnel, visiting new customers, supporting marketing plans, and

Qualifications

• Relevant tertiary qualification or equivalent.
• B. Engineering Degree (Mechanical or Electrical) an advantage.
• Qualified Earthmoving Equipment Mechanic or relevant Technical Red Seal.
• Caterpillar certified earth-moving technician an advantage.
• BWE Leadership Development Course (MMDP) an advantage.
• 5–7 years’ related business experience in parts/service environment.
• PSSR Advanced Certification Completion (if internal).
• High competence in Microsoft Office; SAP and CRM experience.

Responsibilities

• Grow market share and recognize new sales and aftersales opportunities.
• Lead the PSSRs team to achieve targets and objectives.
• Build and maintain strong, long-term customer relationships and ensure customer solutions.
• Own the customer experience and drive net loyalty score.
• Coordinate with CST and regional BWE to meet customer needs.
• Handle complaints and problems in a timely manner to protect account health.
• Meet account performance objectives and customer expectations.
• Drive growth of new and potentially significant customers and after sales performance metrics.
• Provide relevant reporting and manage After Sales funnel.
• Visit potential customers to achieve incremental parts sales and implement marketing actions.

Skills

Sales

Influencing

Negotiation

Problem solving

Analysis

Innovation

Assertiveness

Decisiveness

Investigative orientation

Numeracy

Execution management

Networking

Customer service

Organisational awareness

Mechanical ability

Education

Relevant tertiary qualification

B. Engineering Degree (Mechanical or Electrical)

Earthmoving Mechanic / Red Seal

Caterpillar technician certification

BWE Leadership Development Course (MMDP)

Tools

SAP

CRM

Microsoft Office

Job description

Key Outputs

• Grow market share and recognize new sales and aftersales opportunities
• Manager and lead the team of PSSR's to achieve set target and objectives.
• Build, establish and maintain strong, long-term customer relationships and ensure customer solutions.
• Own the customer experience and drive net loyalty score.
• Leads solution development and innovative efforts and ideas as identified and developed in conjunction with
• the Customer service team (CST) and regional BWE operations to meet customer needs.
• Handles complaints and problems in a timely and effective manner.
• Meets account performance objectives and customer expectations.
• Growth of new and potentially significant customers.
• Achieves After Sales performance metrics
• Relevant reporting.
• After Sales funnel management
• Identify and visit potential customers to achieve incremental parts sales
• Identify and implement marketing strategy
• Implement actions reflected in an annual marketing plan
• Gain intimate knowledge of the customer’s business, understand their requirements and act as a key partner to achieving set business performance targets.
• Use experience and available resources to accelerate and influence the delivery of interim containment and permanent corrective actions to mitigate the impact of product issues.
• Co-ordinate and manage subject matter expert and OEM representative’s deliverables in contribution to site health.
• Implement and run to completion continuous improvement programs to improve the performance and productivity of the equipment on site.
• Analyses the site performance on a continuous basis and proactively address emerging issues before they have an impact on the customer business (both CAT/Barloworld and 3rd party suppliers on the equipment)
• Tracking and reporting of site performance trends and key performance metrics
• Be the trusted partner through establishing and maintaining effective relationships with internal and external customers.
• Co-develop, implement and manage product support and equipment management processes at site with the customer, CAT and site management.
• Conduct Cat Care and customer events, training, and customer visits
• Provide Parts Product expertise to assist PSSRs, ISRs, Parts Counter, Machine Sales, Rental, Used Equipment, and Power Systems with their sales efforts
• Develop equipment performance baseline and trends and work with relevant stakeholders to understand variation and downtime drivers.
• Create a coverage and sales strategy for assigning customer accounts to sales channels, optimise coverage and set staffing levels
• Influence the CAT brand perception on sites and create a positive customer experience.
• Budgeting and managing of parts and after sales income and expenses

Qualification, Experience and Competencies

Minimum Required Qualification

• Relevant Tertiary Qualification or Equivalent
• B. Engineering Degree (Mechanical or Electrical) an advantage
• Qualified Earthmoving Equipment Mechanic or relevant Technical Red seal
• Caterpillar certified earth-moving technician an advantage
• BWE Leadership Development Course (MMDP) an advantage

Minimum Required Experience

• 5 to 7 years' related business experience in parts/service environment
• PSSR Advanced Certification Completion (if internal)
• High competence in Microsoft Office
• SAP and CRM experience
• Proven Product Knowledge
• Sound Business Acumen

Minimum Required Competencies

• Sales Competencies (according to Global S Competency Assessment)
• Influencing and Negotiation
• Problem solving
• Analysis
• Innovation / Creativity
• Assertiveness (Includes Willingness to challenge and confront)
• Decisiveness / Action Orientation
• Investigative Orientation (Probing/Information seeking)
• Commercial orientation / Applied Business Numeracy
• Practical Execution Management (Planning and Organising)
• Networking / liaison
• Customer Service Orientation / Customer Responsiveness
• Organisational awareness
• Mechanical ability