Reference Number

Service Manager

Salary Range

Market Related

Brief Description

A leading Mining company is currently looking to appoint a strong Service Manager.

    Overall scope of the job: Manage and ensure the safe, efficient and proper operation of all equipment in the market, including legal and safety compliance through the service department personnel, field service technicians and product support engineers. Developing and managing lasting customer relationships at highest levels.

Job Description

Candidate Qualification:

  • Degree or Diploma in Engineering
  • 3-5 Years’ experience in Mobile equipment maintenance, Mining, Civil construction, agriculture or transport
  • Strong leadership skills, persuasive, motivational, organisational, collaborative, analytical and inspirational capabilities
  • Government Certificate of Competency ideal but not essential, otherwise a good working knowledge of the Health and Safety Act and regulations on mobile equipment operation in Mines
  • Strong communication and report writing skills
  • Diligent work ethic, committed to getting the job completed properly, first time, safely in budget
  • Highly developed service ethos, and willingness to manage a 24/7 service levels
  • Thorough knowledge of commercial business processes, budgeting, forecasting, cost management, quoting and employee documentation
  • Computer literate, MS Office software capabilities
  • Ability and willingness to travel to the local branches, regionally and internationally
  • Training and people development focused
Relationship Responsibilities:
  • Develop and maintain strong interpersonal executive and senior manager relationships within the company without compromising service delivery, departmental goals and customer expectations
  • Build and maintain effective, reliable and trustworthy customer relations with relevant and influential role players linked to the maintenance management, training and procurement of TMM’s
  • Provide leadership and direction to the after-market personnel equipping them to meet targets, goals and KPI’s whilst maintaining strong in-time, competent technical support and training
  • Develop effective relationships with the technical R&D department, providing collaborative feedback on machine operation, design and modification changes, and market requirements. Develop effective relationships with the technical R&D department, providing collaborative feedback on machine operation, design and modification changes, and market requirements
  • Interaction with technology partners and sub-contractors on the understanding and roll-out of their products used on our machines
Responsibilities & Accountability:
  • Developing and implementing strategic goals and objectives of the company with successful implementation and results
  • Identifying and improving areas of technology, related new sales opportunities, product development and continuous improvement
  • Managing the technical competence, skill levels and capability of the department human resources, keeping pace with changing technologies, new product introduction, and safety requirements
  • Building and maintaining solid customer relations, built on sound engineering solutions, reliable and trustworthy interaction, rapid response to issues, and continued follow-up and customer satisfaction measurables. Develop and maintain customer confidence in the brands and products by visiting underground operations
  • Growing a meaningful and effective training department, with competent, qualified trainers, relevant, approved, quality training material, delivered on modern easy to understand media platforms
  • Project Managing, coordinating, staffing and reporting on equipment and product field trials with defined, documented measurables, effective and regular performance and final close-out, conclusive reports
  • Working with and striving to improve the ISO and related quality standards and regulatory safety and health requirements, including risk analysis, best practices and operating procedures
  • Developing, improving and maintaining the database of machine operating statistics, predictive operating costs, and other performance statistics with the view to improve these costs and for other quotation and reporting uses
  • Optimizing service tools and after-market specialized diagnostic parts, training on the use thereof and calibration where necessary. Updating catalogs and sales brochures, offering specialized on-site investigations and testing. i.e. Thermal imaging, brake decelerometer tests, data-logging, re-programming of engine control units etc
  • Service team standards of workmanship, personal and diagnostic tooling, customer complaints and work ethic
Candidate Accountable for:
  • Revenues and budgeting for the departments, branch service revenues and efficiencies, Training, trial projects and head-office overheads
  • Recovery efficiencies, field service and training optimization
  • Updated cost and sales forecasting based on market requirements and referenced to budget
  • Cost control of all service related profit/cost centers and capital expenditure
  • Record keeping and report archiving all training reports, candidate results, register of “qualified” artisans, customer call reports, operating concerns, safety risk analysis, service bulletins, etc
  • Creating, updating and submission of all technical and Service Bulletins for use by internal and external customers