Service Operations Manager: Warranty & Customer Success

Barloworld Equipment; Middelburg; Presencial; ZAR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Barloworld Equipment in Middelburg is seeking an experienced Senior Service Operations Manager to lead service support staff, manage budgets, and drive cost control while delivering high-quality customer service across the branch.

You will provide technical support to service technicians, coordinate with CAT product support on warranty matters, oversee WIP, and ensure compliance with safety and service standards, influencing profitability and continuous improvement.

Formación

• Matric or equivalent.
• B.Engineering (Mechanical or Electrical) degree, or 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, with at least 3 years in a service environment/customer interface.
• Good communication, negotiation and presentation skills.
• Effective leadership and ability to influence.
• High computer literacy with SAP exposure.
• Knowledge of Caterpillar components and earthmoving industry.
• Financial and strategic management experience.
• Strong track record in leading people in a team setting.
• Experience with business planning, budgeting and strategic planning processes.
• Strong customer relations.

Responsabilidades

• 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 build relationships.
• 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.
• Hold monthly meetings with key customers to discuss issues and problems and maintain good relationships.
• Show initiative by thinking creatively.

Conocimientos

Leadership

Communication skills

Negotiation

Strategic planning

Business development

Problem solving

Team management

Independent work

Customer interface

Educación

B.Engineering (Mechanical or Electrical) degree

Caterpillar-certified earth-moving technician

Basic management qualification

Herramientas

SAP exposure

Descripción del empleo

Barloworld Equipment in Middelburg is seeking an experienced Senior Service Operations Manager to lead service support staff, manage budgets, and drive cost control while delivering high-quality customer service across the branch.

You will provide technical support to service technicians, coordinate with CAT product support on warranty matters, oversee WIP, and ensure compliance with safety and service standards, influencing profitability and continuous improvement.