Product Support Manager Global Grade 12 Readvertisement

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.