Product Support Manager Global Grade 12

Key Outputs

• To run the after sales department and ensure adherence to good customer service protocol, and generate turnover, Leading the service operational team in a branch, giving stakeholders a targeted return on investment;

• Development and marketing of component rebuild products and solutions to all internal and external customers;

• To provide solutions for all Caterpillar equipment customers and to increase parts and service sales;

• To drive profitable parts and service growth within the organization by realizing targeted returns for all key stakeholders; providing all EMP and non EMP customers with the lowest total owning and operating costs over the life of the machine

• Generate parts and service turnover.

• Manage the Customer Service Representatives.

• General administration and management of the department.

• Achievement of a team environment that enables maximum productivity and profitability (includes management of HR value chain).

• Effective self-management and performance ownership Build and maintain effective relationships with customers, colleagues and principals through effective communication and follow-through;

• Drive achievement of regional financial targets through the Balanced Scorecards.

• Identify the organisation’s strengths and weaknesses in terms of component rebuilds

• Respond to opportunities and threats in the CRC market environment

• Special pricing on parts, marketing strategies and after sales incentive schemes negotiated with Caterpillar

• Manage the fleet effectively

Qualification, Experience and Competencies

• B. Engineering degree or B.Tech diploma. Must be a Caterpillar-certified earth-moving technician

• 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

• 5 years’ experience managing in a customer support environment

• Management experience in the customer interface

• Track record in leading / managing people in a team-based & participative environment

• Entrepreneurial flair; Very good people management skills

• Minimum 5-7 years of which Minimum 3 years management experience in the customer interface.