Service Section Manager Level:2 Global Grade 12

Barloworld Equipment (Pty) Ltd; Middelburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Barloworld Equipment (Pty) Ltd is seeking a seasoned Service Manager to lead the service support team in Middelburg. You will oversee budgets, ensure cost control and supervise warranty activities while maintaining strong relationships with customers and internal stakeholders.

The role requires a mechanical or electrical engineering background, CAT certification is ideal, and at least 10 years in roles with supervision or management in a service environment. Strong SAP exposure is preferred.

Qualifications

• Matric or equivalent is required.
• B.Engineering (Mechanical or Electrical) degree, or Caterpillar-certified earth-moving technician.
• Basic management qualification is beneficial.
• 10 years post-qualification experience in Technician, Supervisor, Foreman or Section Manager roles.
• Strong understanding of machine operating systems and troubleshooting.
• Experience in service environments with customer interface.
• Good communication, negotiation and presentation skills.
• Proven leadership and ability to influence.
• Extensive knowledge of Caterpillar components and earthmoving equipment.
• Financial management, strategic planning and budgeting exposure.

Responsibilities

• Manage service support staff, budget and cost control.
• Provide technical support to service technicians and team.
• Build relationships with internal and external customers.
• Liaise with Principal to resolve problems and strengthen relationships.
• Oversee costing team and CRM/SAP related issues.
• Manage Warranty process and support Warranty Technicians.
• Control Work in Progress, productivity and profitability.
• Ensure swift resolution of problems and effective issue handling.
• Hold monthly customer meetings to discuss issues and maintain relations.
• Lead and coach the team in a collaborative environment.
• Ensure compliance with statutory requirements and service standards.
• Prepare proposals including audit reports, service/work scopes and MS Project schedules.

Skills

Leadership

Communication

Negotiation

Strategic planning

Problem solving

Customer relations

Financial management

Business development

Results-driven

Education

Matric

Bachelor of Engineering (Mechanical or Electrical)

Caterpillar-certified earth-moving technician

Basic management qualification

Tools

SAP

Job description

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.