Product Support Manager Global Grade 12

Barloworld Equipment; Bellville; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Barloworld Equipment in Bellville seeks an experienced PSSR Sales & Service Leader to grow market share, lead the PSSR team and drive customer solutions on site. You will own the customer experience, coordinate with CST and regional operations, and ensure timely handling of complaints while meeting performance targets.

The role involves identifying opportunities, implementing marketing plans, visiting customers, and collaborating with OEMs to improve site health and equipment performance.

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.

Responsibilities

• 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.
• 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

Skills

Market growth

Team leadership

Sales strategy

Account management

Problem solving

Data analysis

Marketing planning

Education

Relevant tertiary qualification or equivalent

B. Engineering Degree (Mechanical or Electrical)

Qualified Earthmoving Equipment Mechanic

Caterpillar certified earth-moving technician

BWE Leadership Development Course (MMDP)

Tools

SAP

CRM

Microsoft Office

Job description

• 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.
• 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

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