Service Section Manager Level:2 Global Grade 12

Barloworld Equipment; Middelburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Communication skills

Negotiation

Strategic planning

Business development

Problem solving

Team management

Independent work

Customer interface

Education

B.Engineering (Mechanical or Electrical) degree

Caterpillar-certified earth-moving technician

Basic management qualification

Tools

SAP exposure

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.